Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for assigned clients, ensuring prompt responses and a positive client experience.

• Collaborate with internal teams to implement onboarding and workflow processes according to established guidelines and schedules.

• Conduct standardized training and educational sessions for clients utilizing existing materials and manuals.

• Monitor client activity and engagement, escalating any potential risks or concerns to leadership as necessary.

• Adhere to defined protocols to resolve client issues, working alongside internal teams for effective solutions.

• Keep precise records of client interactions, updates, and activities in CRM and internal systems.

• Facilitate ongoing client communications, including regular check-ins, updates, and follow-ups as directed by the team.

• Gain a solid understanding of OpenLoop’s programs, products, and services to effectively cater to client needs.

• Work collaboratively with cross-functional teams to ensure seamless execution of client workflows.

• Relay client feedback and recurring challenges to Customer Success leadership for ongoing improvement.

• Participate in team initiatives and complete assigned tasks to further the overall objectives of Customer Success.

• Perform other duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Business, Communications, or a related field (or equivalent work experience).

• 1–3 years of experience in customer success, account management, onboarding, or a similar client-facing role.

• Excellent communication skills with the capability to clearly articulate information and adhere to structured processes.

• Highly detail-oriented and organized, with the ability to manage multiple tasks under guidance.

• Comfortable operating within defined workflows and utilizing established tools and systems.

• Possess a problem-solving mindset with the ability to escalate issues appropriately when necessary.

• Familiarity with CRM systems or customer success tools is advantageous.

• Willing to learn, coachable, and adaptable in a fast-paced environment.

🏝️ Benefits

• Medical, Dental, and Vision plans

• Flexible Spending/Health Savings Accounts

• Flexible PTO

• 401(k) + Company Match

• Life Insurance, Pet insurance, and more