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OpenLoop is seeking a Director of Customer Success to lead the scaled customer success organization for a fast-growing telehealth platform. The company provides virtual care delivery solutions across all 50 states, partnering with enterprises to offer meaningful patient support across diverse specialties.
In this role, you will own the end-to-end customer success strategy for SMB and mid-market segments, balancing digital-first engagement with targeted human touchpoints. You'll design and optimize customer journeys across the full lifecycle—onboarding, adoption, renewal, and expansion—using data-driven segmentation, health scoring frameworks, and automation to drive measurable outcomes.
Key responsibilities include building and managing segmentation and coverage models (digital-only, pooled, hybrid), establishing lifecycle triggers and in-app outreach programs, and partnering with Product and Marketing to deliver in-product education and self-serve resources. You'll lead a team of Scaled/Digital Customer Success Managers and CS Operations partners, driving critical KPIs including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), adoption, and engagement metrics.
You'll operate in a fast-growing startup environment with a flat organizational structure that emphasizes autonomy, competence, and belonging. The role requires continuous testing, measurement, and iteration to scale customer success programs efficiently.
Required qualifications: 7+ years in Customer Success, CS Operations, or Growth roles; 3+ years leading and developing customer-facing teams in scaled or digital CS environments; proven track record improving NRR in SaaS or digital health; strong proficiency with customer success platforms (Gainsight, Totango, ChurnZero, or similar); data-driven mindset with comfort in experimentation and automation; experience in fast-growing or startup contexts.
