OpenLoop · 10 hours ago
Director of Customer Success
United States
Full-time
Remote
Director/Executive
7+ years expOpenLoop is a tele-health company focused on delivering innovative care solutions. They are seeking a Director of Customer Success to lead and manage a team responsible for driving revenue retention through customer engagement and program optimization.
Health CareIT InfrastructureMedicalService IndustryTelehealth
Responsibilities
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
Qualification
Required
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
Benefits
Medical, Dental, and Vision plans
Flexible Spending/Health Savings Accounts
Flexible PTO
401(k) + Company Match
Life Insurance, Pet insurance, and more
Company
OpenLoop
OpenLoop is the nation’s top white-label digital health infrastructure provider, powering virtual care delivery for healthcare organizations, employers, retailers, and consumer brands.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$26.62MKey Investors
Nava VenturesSpringTide VenturesTechstars
2023-03-15Series A· $15M
2022-03-15Series A· $8M
2021-04-14Seed· $3M
Leadership Team
Jon Lensing
Co-Founder, CEO
Christian Williams
Co-Founder, President, COO
Recent News
Research and Markets
2025-06-21
2025-05-06
Company data provided by crunchbase