Strategic Customer Success Manager

The role

You will own high-value enterprise relationships and define enterprise customer success standards. You will drive account growth, manage renewals, and architect the operating model for the CS organization.

What you will do

• Serve as the end-to-end owner and executive-sponsor counterpart for enterprise accounts
• Build and own the CS operating model including NRR methodology and QBR standards
• Identify and execute multi-year expansion and product-diversification opportunities
• Drive ongoing adoption and utilization across accounts
• Run engagements as an executive-level program
• Partner with Sales and Commercial leadership on renewals and multi-year expansion
• Monitor health and engagement signals to mitigate concentration risk
• Synthesize enterprise customer insight into roadmap influence
• Navigate architecture and data-flow decisions with client technical leadership
• Act as a player-coach for the senior CS team

Required 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
• Prior Strategic/Principal CSM or Strategic Account Director experience with multi-year revenue ownership
• Experience building a playbook, framework, or standard that scaled beyond own accounts
• Strong mental model of complex integrations and APIs
• Comfortable with multi-year deal architecture, pricing conversations, and expansion strategy
• Ability to guide complex, multi-program customer engagement from signing forward
• Ability to build trust with client C-suite

Nice to have

• B2B SaaS/platform experience
• Familiarity with healthcare delivery or clinical operations

Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance
• Pet insurance

About the company

OpenLoop provides telehealth support solutions designed to streamline go-to-market care delivery for companies offering virtual support to patients. The company has a flat organizational structure with core values of Autonomy, Competence and Belonging.