OpenLoop is looking for a Director of Customer Success to join our team remotely or at our HQ in Des Moines, Iowa. This role will be a member of the Customer Success Team, collaborating closely with the Sr Director of Customer Solutions & Implementation.

As the Director of Customer Success at OpenLoop, you will play a pivotal role in ensuring the success and satisfaction of our customers. You will lead a team dedicated to building strong relationships with our clients, understanding their needs, and delivering exceptional service to drive usage, retention, and growth. This role requires a strategic thinker with a deep understanding of telehealth, strong leadership skills, and a passion for delivering value to customers.

About the Role

Responsibilities include, but are not limited to:

Strategic Leadership:

• Develop and execute a customer success strategy aligned with the company's overall goals and objectives.
• Establish key performance indicators (KPIs) and metrics to measure the success of the customer success team and drive continuous improvement.
• Collaborate with cross-functional teams, including product development, sales, and marketing, to ensure alignment and a seamless customer experience.

Team Management:

• Build, lead, and mentor a high-performing customer success team.
• Provide coaching, guidance, and professional development opportunities to team members to foster growth and retention.
• Set clear goals and expectations for the team and hold them accountable for results.

Customer Engagement and Retention:

• Cultivate strong relationships with key customers, understanding their needs, challenges, and objectives.
• Proactively identify opportunities to add value and drive customer satisfaction and loyalty.
• Develop and implement retention strategies to minimize churn and maximize customer lifetime value.

Customer Advocacy:

• Serve as the voice of the customer within the organization, advocating for their needs and priorities.
• Gather customer feedback and insights to inform product development, enhancements, and roadmap decisions.
• Work closely with the product team to ensure that customer feedback is incorporated into product planning and development processes.

Customer Onboarding and Training:

• Oversee the customer onboarding process to ensure a smooth and successful transition for new customers.
• Develop and deliver training programs and resources to help customers maximize the value of our telehealth platform.
• Continuously evaluate and refine onboarding and training processes to improve effectiveness and efficiency.

Technology & Systems:

• Proficiency in CRM software (e.g., Zoho, Salesforce, HubSpot) for managing customer relationships and tracking interactions.
• Familiarity with telehealth platforms and related technologies is a plus.
• Strong analytical skills with the ability to gather and interpret data from various sources to drive decision-making.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical audiences.
• Experience with project management tools (e.g., Asana, Trello) for coordinating customer success initiatives.

At Minimum, We’d Like You to Have:

• 8-10 years relevant experience in a customer success role or equivalent. Strong preference for candidates who understand & thrive on the ambiguity and pace of a high-growth startup.
• Proven track record of success in a customer success leadership role, preferably in the healthcare, telehealth, or technology industry.
• Strong understanding of telehealth/healthcare trends, challenges, and best practices.
• Exceptional communication, interpersonal, and relationship-building skills.
• Strategic thinker with the ability to translate customer needs into actionable plans and initiatives.
• Experience managing and developing high-performing teams.
• Analytical mindset with the ability to leverage data to drive insights and decision-making.
• Customer-centric focus with a passion for delivering exceptional service and value.

Ideally, You’ll Also Have:

• Bachelor's degree in Business Administration or a related field
• Proven track record of taking a proactive approach to customer success initiatives, leveraging your experience in selling recurring revenue solutions.
• Ability to thrive in a fast-paced, entrepreneurial environment and adapt to changing priorities
• Ability to effectively collaborate with remote teams across different time zones, leveraging communication tools and technology to facilitate seamless collaboration.
• Anticipate customer needs and challenges, and take proactive steps to address them, ensuring a positive customer experience and driving long-term success.
• Willingness to roll up your sleeves and get your hands dirty when needed, without hesitation or pretension. You embrace the opportunity to dive into the details and grind it out when necessary, reminiscing about the days when that was more of your day-to-day.

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states.

Our Company Culture

We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.

Our Benefits

In addition to competitive salaries, this role includes:

• Unlimited PTO
• Medical, Dental and Vision
• 401K Program
• Flexible Schedule

Sound like a good fit? We’d love to meet you.