Enterprise Customer Success Manager

OpenLoop Health; United States; Remote; USD 120,000 - 160,000; Full time

Benefits offered by this job

Medical/Dental/Vision

FSA/HSA

Flexible PTO

401(k) + Company Match

Life Insurance

Pet Insurance

Job summary

OpenLoop seeks an Enterprise Customer Success Manager to join our team remotely or at our HQ in Des Moines, IA. You will collaborate with CS leadership to enhance the client experience from onboarding to renewal, driving value and retention across a growing book of business.

Responsibilities include growth across accounts, KPI tracking, churn mitigation, executive relationship management, and cross-functional collaboration with Sales and Product. A healthcare/HealthTech background is a plus.

Qualifications

• Bachelor’s degree in Business, Healthcare Administration or related field.
• 5+ years in Customer Success or Account Management (B2B SaaS).
• Strong understanding of how integrations and APIs support business processes.
• Commercial mindset for contracts, upsells, and renewals.
• Ability to build rapport with technical users and C-suite executives.
• Proactive problem solving with data-driven insights.
• Healthcare/HealthTech experience is a bonus.

Responsibilities

• Drive account growth and diversification within your book of business by introducing new products and services.
• Define success with clients and track KPIs to ensure ROI and value realization.
• Monitor account health signals to identify and mitigate churn risks.
• Act as primary contact for executive stakeholders, becoming a trusted advisor.
• Navigate complex system integrations and ensure seamless data/operational exchanges.
• Lead renewals and upsells with Sales and Leadership through end-to-end processes.
• Synthesize client feedback into actionable product insights for the roadmap.
• Lead onboarding and lifecycle management from implementation to go-live.
• Conduct regular Business Reviews (QBRs) to showcase ROI and plan scaling.

Skills

Customer Success

Account Management

B2B SaaS

Retention & Growth

Relationship Building

Data-Driven

Healthcare/HealthTech

Education

Bachelor's degree

Job description

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

About the Role

OpenLoop is looking for an Enterprise Customer Success Manager to join our team remotely or at our HQ in Des Moines, IA. In this role, you will be responsible for collaborating closely with Customer Success leadership and continuously developing the client experience from start to finish, ultimately contributing to relationship retention and growth.

What You’ll Do

• Drive Account Growth & Diversification: Proactively identify opportunities to expand OpenLoop’s footprint within your book of business by introducing new products and service lines that align with client goals.

• Ensure Customer Success & ROI: Partner with clients to define “success” and track key performance indicators (KPIs) to ensure they are realizing maximum value from our solutions.

• Churn Mitigation: Monitor account health signals and engagement data to proactively identify and resolve risks before they impact retention.

• Strategic Relationship Management: Act as the primary point of contact for executive stakeholders, moving beyond tactical support to become a trusted advisor.

• Integration Advocacy: Navigate complex system integrations by understanding how OpenLoop’s infrastructure connects with client workflows, ensuring a seamless data and operational exchange.

• Lead Renewals & Upsells: Collaborate with Sales and Leadership to manage the end-to-end renewal process and execute expansion contracts.

• Voice of the Customer: Synthesize client feedback into actionable insights for the Product team to influence the roadmap toward high-growth features.

• Onboarding & Lifecycle Management: Lead clients through the transition from implementation to “go-live,” ensuring a smooth handoff and immediate adoption of key features.

• Data-Driven Reviews: Conduct regular Business Reviews (QBRs) to analyze program performance, showcase ROI, and plan for future scaling.

Who You Are

• The Strategic Generalist: You have a Bachelor’s degree in Business, Healthcare Administration, or a related field.

• Proven CSM Track Record: 5+ years of experience in Customer Success or Account Management (B2B SaaS preferred), specifically focused on retention and revenue growth.

• Integration Savvy: While you don’t need to be a developer, you possess a strong mental model of how complex system integrations and APIs work to support business processes.

• Commercial Mindset: You are comfortable discussing contracts, identifying upsell opportunities, and negotiating renewals.

• Relationship Architect: You excel at building rapport with both technical users and C-suite executives.

• Proactive Problem Solver: You don’t wait for a client to complain; you use data to spot trends and offer solutions before the client knows they need them.

• Healthcare/HealthTech Experience: (Bonus) Familiarity with the nuances of healthcare delivery or clinical operations.

Our Benefits

In addition, for salaried positions you would also be eligible for:

• Medical, Dental, and Vision plans

• Flexible Spending/Health Savings Accounts

• Flexible PTO

• 401(k) + Company Match

• Life Insurance, Pet insurance, and more

Our Company

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Sound like a good fit? We’d love to meet you.