Strategic Customer Success Manager

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 yo