Customer Success Lead

Zohorecruit; Makati; On-site; PHP 5,625,000 - 7,500,000; Full time

Job summary

OpenLoop Health in the United States seeks a Customer Success Lead to supervise and mentor a team of CSS, driving client program delivery and ensuring service quality across engagements.

You will own onboarding, coaching, and performance metrics, coordinating with cross-functional teams to meet contractual obligations and improve workflows for better patient outcomes. This role emphasizes proactive client communication and rigorous data updates across systems.

Qualifications

• Direct supervision and mentoring of a CSS team.
• Facilitate onboarding and coaching initiatives.
• Ensure performance accountability against metrics.

Responsibilities

• Directly supervise, support, and mentor a team of Customer Success Specialists, monitoring daily performance and attendance.
• Drive end-to-end client program delivery through proactive communication, issue resolution, and timely reporting.
• Define, implement, and refine performance measurement systems to enhance operational excellence.
• Collaborate with cross-functional teams to ensure seamless patient journey and service quality.
• Proactively identify, document, and escalate technical or systemic issues affecting service delivery.

Skills

Leadership

Customer success

Job description

• State/Province National Capital Region (Manila)
• Country United States

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.

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.