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OpenLoop is a telehealth platform enabling companies to deliver virtual care across specialties in all 50 states. This Principal-level Strategic Customer Success Manager role owns the company's most strategically important enterprise relationships end-to-end and defines how enterprise customer success operates as the organization scales.
You will serve as the executive-sponsor counterpart to client C-suite leadership, owning a high-value account portfolio and architecting the playbooks and standards the broader CS team operates from. Key responsibilities include:
- Own the crown-jewel enterprise account portfolio, accountable for retention, multi-year expansion, and long-term partnership value.
- Architect the enterprise CS operating model: NRR methodology, QBR standards, strategic account-planning frameworks, and health/risk models.
- Drive account growth and diversification by identifying and executing multi-year expansion and product-diversification opportunities tied to measurable client ROI.
- Own activation and value realization, driving adoption and utilization across accounts including new-site rollouts and feature adoption, orchestrating Implementation and specialist resources.
- Embed as an executive-level program manager from deal signing, sequencing workstreams, aligning stakeholders, and driving milestones across complex multi-program accounts.
- Partner with Sales and Commercial leadership on renewal and multi-year expansion architecture, including pricing and value articulation.
- Proactively monitor health and engagement signals to surface and mitigate retention risks on existential accounts.
- Synthesize enterprise customer insights into product roadmap influence and participate in prioritization decisions.
- Navigate complex technical integrations and data-flow decisions with client technical leadership, translating complexity into business outcomes.
- Act as a player-coach for the senior CS team, reviewing account plans and QBRs to lift enterprise delivery quality org-wide.
- Lead executive-level QBRs demonstrating ROI and planning multi-year scale.
You bring 8–12+ years in enterprise Customer Success or Account Management in B2B SaaS/platforms, with prior Strategic/Principal CSM or Strategic Account Director experience managing multi-year revenue. You've built playbooks, frameworks, or standards that scaled beyond your own accounts and lifted entire teams. You have a strong mental model of complex integrations and APIs, are comfortable with multi-year deal architecture and pricing conversations, and can guide complex customer engagements at executive altitude. Healthcare/HealthTech experience is a bonus.
