Customer Success Manager
The Customer Success Manager will support clients as a day-to-day point of contact, ensuring a high-quality client experience through onboarding, education, and ongoing account support. This role involves executing workflows, delivering training, troubleshooting issues, and maintaining client records.
About the job
What You'll Do
- Support assigned clients as a day-to-day point of contact, ensuring timely responses and a positive client experience.
- Execute onboarding and implementation workflows in partnership with internal teams, following established processes and timelines.
- Deliver standardized training and education sessions to clients using existing materials and playbooks.
- Assist in monitoring client activity and engagement, escalating risks or concerns to leadership when needed.
- Follow defined processes to troubleshoot client issues, partnering with internal teams for resolution.
- Maintain accurate records of client interactions, updates, and activities in CRM and internal systems.
- Support ongoing client communications, including check-ins, updates, and follow-ups based on team guidance.
- Develop working knowledge of OpenLoop’s programs, products, and services to effectively support client needs.
- Collaborate with cross-functional teams to ensure smooth execution of client workflows.
- Surface client feedback and recurring issues to Customer Success leadership for continuous improvement.
- Contribute to team initiatives and complete assigned tasks to support overall Customer Success objectives.
- Other duties as assigned.
Who You Are
- Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
- 1–3 years of experience in customer success, account management, onboarding, or a related client-facing role.
- Strong communication skills with the ability to clearly explain information and follow structured processes.
- Detail-oriented and organized, with the ability to manage multiple tasks with guidance.
- Comfortable working within defined workflows and using established tools and systems.
- Problem-solving mindset with the ability to escalate issues appropriately when needed.
- Experience with CRM systems or customer success tools is a plus.
- Eager to learn, coachable, and able to adapt in a fast-paced environment.
Our Benefits
In addition, for salaried positions you would also be eligible for:
- Medical, Dental, and Vision plans
- Flexible Spending/Health Savings Accounts
- Flexible PTO
- 401(k) + Company Match
- Life Insurance, Pet insurance, and more
Skills
CRM, Customer Success Tools, Communication, Problem-Solving, Organization
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