Head of Customer Success & Operations

Booth and Partners; Taguig; Hybrid; PHP 800,000 - 1,200,000; Full time

Job summary

OpenLoop Health in Taguig, Philippines, seeks a Customer Success Lead to supervise a team of Customer Success Specialists, drive end-to-end client program delivery, and ensure high-quality service delivery.

You will onboard, coach, and train the team, maintain performance standards, and coordinate with clinical and non-clinical teams to support client accounts. You will monitor data integrity and escalate issues as needed.

Responsibilities

• Direct supervision and mentoring of a CS team, monitoring daily performance and attendance.
• Onboarding, ongoing training, coaching, and structured feedback.
• Ensure accountability to performance standards and team progress.
• Drive end-to-end client program delivery with proactive communication.
• Align services with client contracts and obligations.
• Gather complex client requirements and coordinate internal resources.
• Communicate updates clearly to stakeholders with urgency and precision.
• Define metrics and improve processes to boost service quality.
• Collaborate with clinical and non-clinical teams for a seamless journey.
• Maintain data integrity and ensure security compliance in systems.
• Escalate technical issues when tools fail to perform as intended.

Job description

OpenLoop Health in Taguig, Philippines, seeks a Customer Success Lead to supervise a team of Customer Success Specialists, drive end-to-end client program delivery, and ensure high-quality service delivery.

You will onboard, coach, and train the team, maintain performance standards, and coordinate with clinical and non-clinical teams to support client accounts. You will monitor data integrity and escalate issues as needed.