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OpenLoop is a telehealth platform that enables companies to deliver virtual care across all 50 states and multiple specialties. The company was founded by Dr. Jon Lensing (CEO) and Christian Williams (COO) with a mission to bring care anywhere through streamlined go-to-market solutions.
You will manage a portfolio of mid-market accounts as a Senior Customer Success Manager, serving as a strategic partner to ensure customers achieve measurable outcomes while driving retention and expansion. This role combines customer advocacy with commercial responsibility, requiring you to balance adoption success with revenue growth.
Key responsibilities include:
- Owning renewal strategy and identifying expansion opportunities across your mid-market portfolio
- Developing and executing clear success plans to ensure customers achieve defined outcomes and maximize platform utilization
- Building and maintaining relationships across accounts, ensuring alignment on goals and performance
- Proactively managing the end-to-end renewal process, mitigating churn risk through early health monitoring and engagement tracking
- Surfacing upsell triggers and collaborating with Sales to execute expansion opportunities aligned with customer value realization
- Conducting recurring business reviews to communicate performance, ROI, and growth opportunities using trend analysis
- Translating customer feedback and recurring themes into actionable insights for Product and Leadership
- Partnering with Implementation, Support, Sales, and Product to ensure smooth onboarding, adoption, and issue resolution
- Monitoring engagement signals, proactively addressing risk, and implementing recovery plans before churn escalates
OpenLoop operates with a flat organizational structure where everyone is encouraged to bring ideas to the table. Core values include Autonomy, Competence, and Belonging.
REQUIREMENTS:
- 4–6+ years of Customer Success or Account Management experience (B2B SaaS preferred), with demonstrated success in renewal and revenue retention
- 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
- Familiarity with healthcare delivery models or telehealth ecosystems is a plus
