Senior Customer Success Manager

OpenLoop Health

53d•Remote

About The Position

OpenLoop is looking for a Senior Customer Success Manager (Mid-Market) to join our team remotely. In this role, you will manage a portfolio of growing mid-market accounts, ensuring customers achieve measurable outcomes while driving retention and expansion within your book of business. You will serve as a strategic partner to multiple stakeholders, guiding adoption, proactively managing renewals, and identifying opportunities to expand OpenLoop’s solutions in alignment with client goals. This role requires strong commercial acumen, structured adoption planning, and the ability to manage moderate account complexity at scale.

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

Nice To Haves

Familiarity with healthcare delivery models or telehealth ecosystems is a plus

Responsibilities

Own renewal strategy and identify expansion opportunities across your mid-market portfolio
Develop and execute clear success plans to ensure customers achieve defined outcomes and maximize platform utilization
Build and maintain relationships across accounts,ensuring alignment on goals and performance
Proactively manage the end-to-end renewal process, mitigating churn risk through early health monitoring and engagement tracking
Surface upsell triggers and collaborate with Sales to execute expansion opportunities aligned with customer value realization
Conduct recurring business reviews to communicate performance, ROI, and growth opportunities, using trend analysis to guide recommendations
Translate customer feedback and recurring themes into actionable insights for Product and Leadership
Partner with Implementation, Support, Sales, and Product to ensure smooth onboarding, adoption, and issue resolution
Monitor engagement signals, proactively address risk, and implement recovery plans before churn risk escalates