Director of Customer Success, Brick & Mortar

OpenLoop Health

3d•Remote

About The Position

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care 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. About the Role OpenLoop is looking for a Director of Customer Success, Brick & Mortar to join our team remotely. In this role, you will build and lead a net-new Customer Success function focused on education, enablement, and activation for our rapidly scaling B&M vertical. You will design and operationalize the playbook that helps clients understand, adopt, and successfully sell OpenLoop services within their physical locations. While our AI-led platform (DragonFruit) handles technical implementation, you and your team will ensure clients know how to use the platform to drive patient volume. This is a 0-to-1, player-coach leadership role where you will define strategy, build the team, establish KPIs, and partner cross-functionally to support a high-velocity sales motion generating significant daily client volume.

Requirements

5+ years of experience in Customer Success, onboarding, enablement, or related leadership roles.
Proven experience building teams and processes from scratch in a 0-to-1 or scaling environment.
Experience operating in high-volume, high-velocity environments with strong execution discipline.
Strong content development and communication skills—able to create education materials and enablement content that drive behavior change.
Comfortable with a player-coach model, balancing strategic leadership with hands-on execution.
Highly data-driven, with the ability to define KPIs, build reporting, and use insights to improve outcomes.
Thrives in fast-growing, ambiguous environments where processes are still being defined.

Nice To Haves

Experience in franchise, retail, or distributed workforce models is a plus.

Responsibilities

Build and own the B&M Customer Success strategy, focused on client education, enablement, and activation rather than traditional relationship management.
Design and implement the B&M playbook, including welcome calls, onboarding flows, education materials, 1-month activation check-ins, and ongoing volume-driving plays.
Develop client-facing content and education programs, teaching partners how to position, re-sell, and operationalize OpenLoop services within their locations.
Define and operationalize activation and volume-based success metrics (e.g., activation rate, patients seen, volume growth).
Hire, onboard, and lead a team of B&M Customer Success Managers, including training curriculum and performance management.
Act as a player-coach, managing a personal book of clients to stay close to the motion and model best practices.
Partner cross-functionally with: Sales on handoffs and client expectations Marketing on enablement materials and channel support Supply Chain on program readiness HeyRevia / DragonFruit on platform optimization
Build and manage capacity models, team structure, and reporting dashboards to support a high-volume client onboarding environment.
Continuously test, measure, and iterate on playbooks and processes to improve activation and client performance.