Strategic Customer Success Manager

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

📋 Description

• Manage the complete relationship and provide executive sponsorship for OpenLoop's most strategically significant enterprise accounts.

• Promote client retention, long-term partnerships, and multi-year growth.

• Develop and oversee the enterprise Customer Success operating model, which includes NRR methodology, QBR standards, strategic account planning, and health/risk models.

• Discover and implement multi-year growth and product diversification opportunities linked to measurable client ROI.

• Enhance adoption and utilization through new-site and feature launches and reactivating inactive usage.

• Coordinate implementation and specialist resources to ensure customers realize value.

• Lead complex, multi-program customer engagements from deal signing to milestones and stakeholder alignment.

• Collaborate with Sales and Commercial leadership on renewals and the architecture of multi-year expansions, pricing, and value communication.

• Track account health and engagement indicators to reduce concentration and retention risks.

• Aggregate enterprise customer insights to influence the prioritization of the product roadmap.

• Advise on architecture and data-flow decisions alongside client technical leadership.

• Evaluate senior CS account plans and QBRs, enhancing the quality of enterprise delivery organization-wide.

• Facilitate executive-level QBRs that showcase ROI and plan for multi-year scaling.

⛳️ 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.

• Preferred experience in B2B SaaS/platform environments.

• Previous experience as a Strategic/Principal CSM or Strategic Account Director with ownership of multi-year revenue.

• Proven track record in creating playbooks, frameworks, or standards that can be applied across multiple accounts.

• Strong comprehension of complex integrations and APIs.

• Comfortable managing multi-year deal structures, pricing discussions, and expansion strategies.

• Capable of guiding intricate, multi-program customer engagements from signing through sequencing, stakeholder alignment, and milestones.

• Skilled at building trust with client C-suite executives and engaging with client CEOs.

• Data-driven and systems-thinking approach to recognizing trends and developing repeatable solutions.

• Experience in Healthcare/HealthTech is a plus.

🏝️ Benefits

• Medical, Dental, and Vision plans.

• Flexible Spending/Health Savings Accounts.

• Flexible PTO.

• 401(k) with Company Match.

• Life Insurance.

• Pet insurance.

• A workplace culture focused on Autonomy, Competence, and Belonging.