Director of Customer Success

OpenLoop Health

4d•Hybrid

About The Position

OpenLoop is looking for a Director of Customer Success to join our team remotely or at our HQ in Des Moines, IA. In this role, you will lead, mentor, and manage a team of Customer Success Managers responsible for driving net revenue retention through adoption, retention, and expansion across a scaled, digital-first customer success motion. You will set strategy and standards for lifecycle programs, segmentation models, and data-driven engagement, while coaching your team to execute effectively using automation, health scoring, and targeted human touchpoints to deliver measurable customer and revenue outcomes in a fast-growing digital health environment.

Requirements

7+ years of experience in Customer Success, CS Operations, or Growth roles.
3+ years of experience leading and developing customer-facing teams, ideally in a scaled or digital CS environment.
Proven track record of owning and improving NRR in a SaaS or digital health business.
Strong experience with customer success platforms (Gainsight, Totango, ChurnZero, or similar).
Highly data-driven, comfortable with experimentation, automation, and iterative improvement.
Experience operating in fast-growing or startup environments with evolving processes.

Responsibilities

Own the scaled CS strategy for SMB and mid-market customers, balancing digital engagement with targeted human touchpoints.
Design and optimize digital customer journeys across onboarding, adoption, renewal, and expansion.
Build and manage segmentation and coverage models (digital-only, pooled, hybrid).
Own health scoring frameworks, lifecycle triggers, and in-app / automated outreach.
Partner with Product and Marketing to deliver in-product education, campaigns, and self-serve resources.
Drive retention and expansion through programmatic, data-driven plays.
Lead a team of Scaled / Digital CSMs and CS Ops partners.
Drive KPIs (GRR, NRR, adoption, engagement) and report performance to leadership.
Continuously test, measure, and iterate on scalable CS programs.