Director of Customer Success
At a glance
Leadership Customer Success role at OpenLoop Health. Remote, United States · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Set the scaled customer success approach for SMB and mid-market accounts, combining digital engagement with selective human support
- Shape customer journeys from onboarding through adoption, renewal, and expansion
- Create segmentation, coverage, health scoring, lifecycle triggers, and automated outreach programs
- Lead Scaled and Digital CSMs plus CS Operations partners while tracking GRR, NRR, adoption, and engagement
- Work with Product and Marketing on in-product education, campaigns, and self-serve materials
What you bring
- At least seven years in Customer Success, CS Operations, or Growth roles
- At least three years developing customer-facing teams, preferably in scaled or digital CS
- A record of improving net revenue retention within SaaS or digital health
- Hands-on experience with Gainsight, Totango, ChurnZero, or a comparable customer success platform
- Comfort using data, experimentation, automation, and repeated testing to improve programs
Who this fits
You’ll suit a senior customer success leader who has managed teams and owned retention and expansion in a scaled, data-led model. The role is remote within the United States or based at the Des Moines, Iowa headquarters. It fits someone comfortable working through evolving processes in a fast-growing or startup setting.
From the employer
About OpenLoop
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 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.
What You'll Do
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.
Who You Are
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.
Our Benefits
In addition, for salaried positions you would also be eligible for:
Medical, Dental, and Vision plans
Flexible Spending/Health Savings Accounts
Flexible PTO
401(k) + Company Match
Life Insurance, Pet insurance, and more
Our Company
We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.
Sound like a good fit? We’d love to meet you.
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