Strategic Customer Success Manager

OpenLoop Health•Des Moines, IA

About The Position

OpenLoop is hiring a Principal-level Strategic Customer Success Manager to work remotely or at its headquarters in Des Moines, Iowa. The role owns the company's most consequential enterprise relationships end-to-end and helps define how enterprise customer success operates as OpenLoop scales. The manager serves as a strategic counterpart to client executive leadership, owns a high-value account portfolio, and builds playbooks and standards for the broader Customer Success team. The role is accountable for retention, multi-year expansion, activation, adoption, and long-term partnership across strategic enterprise accounts. It also develops the operating model for enterprise Customer Success, including net revenue retention methodology, QBR standards, account-planning frameworks, and health and risk models. The manager guides complex, multi-program customer engagements from deal signing, collaborates with Sales and Commercial leadership on renewals and deal architecture, influences product priorities, and advises on integration and data-flow decisions. Initial go-live remains the responsibility of Implementation.

Requirements

Bachelor's degree in Business, Healthcare Administration, or a related field, or equivalent experience.
8–12+ years of experience in enterprise Customer Success or Account Management.
Prior Strategic or Principal CSM, or Strategic Account Director, experience with multi-year revenue ownership.
Experience building a playbook, framework, or standard that scaled beyond individual accounts and improved the broader team.
Strong understanding of complex integrations and APIs sufficient to guide client technical leaders; software development experience is not required.
Comfort with multi-year deal architecture, pricing conversations, and expansion strategy.
Ability to guide complex, multi-program customer engagements from signing onward, including sequencing work, stakeholders, and milestones at executive level.
Ability to build trust with client C-suite leaders and communicate effectively with a client CEO.
Proactive, systems-oriented approach to using data to identify trends and develop repeatable solutions.

Nice To Haves

B2B SaaS or platform experience.
Familiarity with healthcare delivery or clinical operations.

Responsibilities

Own the end-to-end relationship and act as executive-sponsor counterpart for OpenLoop's most strategically consequential enterprise accounts, with accountability for retention, multi-year expansion, and long-term partnership.
Build and own the enterprise Customer Success operating model, including NRR methodology, QBR standards, strategic account-planning frameworks, and health and risk models.
Identify and execute multi-year expansion and product-diversification opportunities tied to measurable client ROI.
Drive ongoing adoption and utilization, including new-site and feature rollouts and reactivation of dormant usage; orchestrate Implementation and specialist resources to achieve outcomes.
Guide customer engagements from deal signing as executive-level programs by sequencing workstreams, aligning stakeholders, and driving milestones across complex, multi-program accounts.
Partner with Sales and Commercial leadership on end-to-end renewals and multi-year expansion architecture, including pricing and value articulation.
Monitor account health and engagement signals and proactively surface and mitigate concentration risks.
Synthesize enterprise customer insights to influence product roadmap prioritization.
Guide integration architecture and data-flow decisions with client technical leadership, translating complexity into business outcomes.
Coach and support the senior Customer Success team by reviewing account plans and QBRs and improving enterprise delivery quality across the organization.
Lead data-driven executive QBRs that demonstrate ROI and plan for multi-year scale.