Strategic Customer Success Manager

openloophealth; United States; Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) with company match

Life insurance

Pet insurance

Flexible paid time off

Job summary

openloophealth is seeking a principal customer success leader to own multi‑year strategic relationships with enterprise customers. The role can be remote or based in Des Moines, IA, shaping the customer success operating model and driving long‑term retention and growth.

You will partner with sales and product teams to surface risks, renewals, pricing strategies, and expansion opportunities across complex engagements. A track record of playbooks and executive communication is essential.

Qualifications

• Bachelor’s degree in business, healthcare administration, or a related field, or equivalent experience.
• 8–12+ years in enterprise customer success or account management, ideally in B2B software or platform businesses.
• Experience at strategic or principal customer success manager or strategic account director level, with multi‑year revenue responsibility.
• A record of creating playbooks or standards adopted beyond an individual portfolio.
• Ability to guide technical discussions about integrations, APIs, architecture, and data flows without serving as a developer.
• Strong commercial judgment, executive communication, and program leadership across complex engagements.

Responsibilities

• Serve as the executive counterpart and end‑to‑end relationship owner for strategic accounts.
• Develop customer success standards, including net revenue retention measures, business reviews, account plans, and health models.
• Identify expansion and product diversification opportunities grounded in customer outcomes and return on investment.
• Increase adoption through new site and feature rollouts, usage recovery, and coordination with implementation and specialist teams.
• Manage complex customer programs by aligning stakeholders, sequencing work, and tracking milestones from contract signing onward.
• Partner with sales and commercial leaders on renewals, pricing, and multi‑year agreements; surface account risks and customer insights for leadership and product teams.

Job description

Role overview

Lead relationships with a portfolio of major enterprise customers, with accountability for retention, long‑term growth, and measurable value. This principal‑level role also shapes the customer success operating model, including the account planning, review, and risk practices used across the team. The position can be remote or based at the organization’s Des Moines, Iowa office.

Responsibilities

• Serve as the executive counterpart and end‑to‑end relationship owner for strategic accounts.
• Develop customer success standards, including net revenue retention measures, business reviews, account plans, and health models.
• Identify expansion and product diversification opportunities grounded in customer outcomes and return on investment.
• Increase adoption through new site and feature rollouts, usage recovery, and coordination with implementation and specialist teams.
• Manage complex customer programs by aligning stakeholders, sequencing work, and tracking milestones from contract signing onward.
• Partner with sales and commercial leaders on renewals, pricing, and multi‑year agreements; surface account risks and customer insights for leadership and product teams.

Requirements

• Bachelor’s degree in business, healthcare administration, or a related field, or equivalent experience.
• 8–12+ years in enterprise customer success or account management, ideally in B2B software or platform businesses.
• Experience at strategic or principal customer success manager or strategic account director level, with multi‑year revenue responsibility.
• A record of creating playbooks or standards adopted beyond an individual portfolio.
• Ability to guide technical discussions about integrations, APIs, architecture, and data flows without serving as a developer.
• Strong commercial judgment, executive communication, and program leadership across complex engagements.

Nice to have

Experience in healthcare, health technology, care delivery, or clinical operations.

Benefits and work setup

Remote work or work from the Des Moines office is available. Listed benefits include medical, dental, and vision coverage; flexible spending or health savings accounts; flexible paid time off; 401(k) with company match; life insurance; and pet insurance.