Customer Success Lead

Booth; Makati; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

OpenLoop Health in the Philippines seeks a Customer Success Lead to supervise, coach, and mentor a team of Customer Success Specialists, ensuring high-quality client care and timely issue resolution. You will own onboarding, training initiatives, and performance accountability, while coordinating cross-functional teams to deliver end-to-end client programs and ensure contractual alignment.

This role focuses on data-driven improvements, workflow optimization, and seamless collaboration across

Responsibilities

• Drive end-to-end client program delivery through proactive communication, swift issue resolution, and timely reporting.
• Manage client expectations by maintaining a deep understanding of client agreements and aligning services with contractual obligations.
• Gather complex client requirements and coordinate internal resources to support client care delivery systems.
• Execute tasks with a high sense of urgency, strong attention to detail, and clear written/verbal updates for external and internal stakeholders.
• Define, implement, and refine performance measurement systems to enhance operational excellence.
• Continuously evaluate existing processes, identify operational gaps, and optimize technical workflows to boost service delivery efficiency.
• Provide targeted training and guidance to internal teams on operational requirements necessary for seamless service execution.
• Partner with clinical and non-clinical teams to guarantee a consistent, high-quality patient journey.
• Collaborate across Clinical, Non-Clinical Patient Support, and Customer Success departments to support client accounts.
• Maintain complete, accurate, and timely updates within internal systems while ensuring strict data security compliance.
• Proactively identify, document, and elevate technical or systemic issues when tools fail to perform as intended.

Job description

OpenLoop Health — Customer Success Lead

• Direct Supervision: Manage, support, and mentor a team of Customer Success Specialists (CSS), covering daily performance monitoring, attendance tracking, workload distribution, and team concern resolution.
• Onboarding & Coaching: Facilitate onboarding, lead ongoing training initiatives, and provide structured coaching and feedback.
• Performance Accountability: Hold team members accountable to established performance standards and metrics, with direct accountability for team outcomes and progress.

People Leadership & Team Management

• Direct Supervision: Manage, support, and mentor a team of Customer Success Specialists (CSS), covering daily performance monitoring, attendance tracking, workload distribution, and team concern resolution.
• Onboarding & Coaching: Facilitate onboarding, lead ongoing training initiatives, and provide structured coaching and feedback.
• Performance Accountability: Hold team members accountable to established performance standards and metrics, with direct accountability for team outcomes and progress.

Client Management & Operations

• Program Delivery: Drive end-to-end client program delivery through proactive communication, swift issue resolution, and timely reporting.
• Contractual Alignment: Manage client expectations by maintaining a deep understanding of client agreements and aligning services with contractual obligations.
• Needs Assessment: Gather complex client requirements and coordinate internal resources to support client care delivery systems.
• Communication & Detail: Execute tasks with a high sense of urgency, strong attention to detail, and clear written/verbal updates for external and internal stakeholders.

Process Improvement & Strategy

• Performance Systems: Define, implement, and refine performance measurement systems to enhance operational excellence.
• Workflow Optimization: Continuously evaluate existing processes, identify operational gaps, and optimize technical workflows to boost service delivery efficiency.
• Internal Guidance: Provide targeted training and guidance to internal teams on operational requirements necessary for seamless service execution.

Cross-Functional Collaboration & Quality

• Seamless Patient Journey: Partner with clinical and non-clinical teams to guarantee a consistent, high-quality patient journey.
• Cross-Departmental Synergy: Collaborate across Clinical, Non-Clinical Patient Support, and Customer Success departments to support client accounts.
• Data Integrity & Compliance: Maintain complete, accurate, and timely updates within internal systems while ensuring strict data security compliance.
• Technical Issue Escalation: Proactively identify, document, and elevate technical or systemic issues when tools fail to perform as intended.