Openloophealth
Senior Customer Success Manager
United States - Remote. Posted a month ago
The role
You will manage a portfolio of growing mid-market accounts to ensure customers achieve measurable outcomes. You will drive retention and expansion by serving as a strategic partner to multiple stakeholders.
What you will do
- Own renewal strategy and identify expansion opportunities across your mid-market portfolio
- Develop and execute clear success plans to ensure customers achieve defined outcomes and maximize platform utilization
- Build and maintain relationships across accounts, ensuring alignment on goals and performance
- Proactively manage the end-to-end renewal process, mitigating churn risk through early health monitoring and engagement tracking
- Surface upsell triggers and collaborate with Sales to execute expansion opportunities aligned with customer value realization
- Conduct recurring business reviews to communicate performance, ROI, and growth opportunities
- Translate customer feedback and recurring themes into actionable insights for Product and Leadership
- Partner with Implementation, Support, Sales, and Product to ensure smooth onboarding, adoption, and issue resolution
- Monitor engagement signals, proactively address risk, and implement recovery plans before churn risk escalates
Required qualifications
- 4–6+ years of Customer Success or Account Management experience
- Comfortable managing contracts, renewal conversations, and expansion discussions
- Experienced in structured success planning and driving measurable adoption outcomes
- Skilled at navigating multiple decision-makers and aligning priorities across teams
- Able to analyze performance trends and translate insights into strategic recommendations
- Anticipates risks and acts before issues impact retention
Nice to have
- B2B SaaS preferred
- Familiarity with healthcare delivery models or telehealth ecosystems is a plus
About the company
OpenLoop provides telehealth support solutions designed to streamline and simplify go-to-market care delivery for companies offering virtual support to patients in all 50 states.