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 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.

What You'll Do

Own the crown-jewel portfolio: 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.

Architect the enterprise CS motion: Build and own the operating model the CS org runs on — NRR methodology, QBR standard, strategic account-planning framework, and health/risk model.

Drive account growth & diversification: Identify and execute multi-year expansion and product-diversification opportunities across your portfolio, tied to measurable client ROI.

Own activation & value realization: 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).

Guide the customer as a program: 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.

Lead renewals & multi-year deals: Partner with Sales and Commercial leadership on end-to-end renewal and multi-year expansion architecture, including pricing and value articulation.

Manage concentration risk: Monitor health and engagement signals to proactively surface and mitigate risks on accounts where retention is existential.

Shape product strategy: Synthesize enterprise customer insight into roadmap influence — participating in prioritization, not just submitting requests.

Guide complex integrations: Navigate architecture and data-flow decisions with client technical leadership, translating complexity into business outcomes.

Raise the bench: Act as a player-coach for the senior CS team — reviewing account plans and QBRs, and lifting enterprise delivery quality org-wide.

Run data-driven executive reviews: Lead executive-level QBRs that demonstrate ROI and plan multi-year scale.

Who You Are

The Strategic Operator: Bachelor's degree in Business, Healthcare Administration, or a related field (or equivalent experience).

Proven at the Principal tier: 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.

Motion-builder: You've built a playbook, framework, or standard that scaled beyond your own accounts and lifted a whole team.

Integration-savvy: 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.

Commercially deep: Comfortable with multi-year deal architecture, pricing conversations, and expansion strategy.

Executive program manager: You can guide a complex, multi-program customer engagement from signing forward — sequencing, stakeholders, and milestones — at executive altitude.

Executive-sponsor-caliber: You build trust with client C-suite and hold your own in the room with a client CEO.

Proactive systems-thinker: You use data to spot trends and build repeatable solutions, not one-offs.