Strategic Customer Success Manager

OpenLoop Health

4d•Hybrid

About The Position

OpenLoop is hiring a Strategic Customer Success Manager to join our team remotely or at our HQ in Des Moines, IA. This is a Principal-level role owning our most consequential enterprise relationships end-to-end — and defining how enterprise customer success is done as we scale. You'll be the strategic counterpart to client executive leadership, the owner of a high-value account portfolio, and the architect of the playbooks and standards the broader CS team runs on.

Requirements

Bachelor's degree in Business, Healthcare Administration, or a related field (or equivalent experience).
8–12+ years in enterprise Customer Success or Account Management (B2B SaaS/platform preferred), including prior Strategic/Principal CSM or Strategic Account Director experience with multi-year revenue ownership.
You've built a playbook, framework, or standard that scaled beyond your own accounts and lifted a whole team.
You're not a developer, but you have a strong mental model of complex integrations and APIs — enough to guide a client's technical leaders.
Comfortable with multi-year deal architecture, pricing conversations, and expansion strategy.
You can guide a complex, multi-program customer engagement from signing forward — sequencing, stakeholders, and milestones — at executive altitude.
You build trust with client C-suite and hold your own in the room with a client CEO.
You use data to spot trends and build repeatable solutions, not one-offs.

Nice To Haves

Familiarity with healthcare delivery or clinical operations.

Responsibilities

Serve as the end-to-end owner and executive-sponsor counterpart for OpenLoop's most strategically consequential enterprise accounts — accountable for retention, multi-year expansion, and long-term partnership.
Build and own the operating model the CS org runs on — NRR methodology, QBR standard, strategic account-planning framework, and health/risk model.
Identify and execute multi-year expansion and product-diversification opportunities across your portfolio, tied to measurable client ROI.
Drive ongoing adoption and utilization across your accounts — new-site and feature rollout, re-activating dormant usage — owning the outcome and orchestrating Implementation and specialist resources to get there (initial go-live stays with Implementation).
Embed from deal signing and run the engagement as an executive-level program — sequencing workstreams, aligning stakeholders, and driving milestones across complex, multi-program accounts.
Partner with Sales and Commercial leadership on end-to-end renewal and multi-year expansion architecture, including pricing and value articulation.
Monitor health and engagement signals to proactively surface and mitigate risks on accounts where retention is existential.
Synthesize enterprise customer insight into roadmap influence — participating in prioritization, not just submitting requests.
Navigate architecture 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, and lifting enterprise delivery quality org-wide.
Lead executive-level QBRs that demonstrate ROI and plan multi-year scale.