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 your own in the room with a client CEO.
- Proac