# Strategic Customer Success Manager

**Company:** [OpenLoop](https://hotfix.jobs/companies/openloop)
**Location:** Remote
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, B2B SaaS, nrr methodology, QBRs, strategic account planning, APIs, enterprise integrations, Pricing Strategy, revenue expansion, Data Analysis, healthcare technology
**Posted:** 2026-08-10

> Owns OpenLoop’s highest-value enterprise relationships, driving retention, expansion, adoption, renewals, and executive-level program delivery. The role requires 8–12+ years of enterprise Customer Success or Account Management experience, commercial depth, integration fluency, and experience building scalable CS operating models.

## Job Description

## Responsibilities
- Own a portfolio of strategically consequential enterprise accounts, with accountability for retention, multi-year expansion, and long-term partnerships.
- Serve as an executive-sponsor counterpart to client leadership.
- Build and own the enterprise Customer Success operating model, including NRR methodology, QBR standards, strategic account planning, and health/risk models.
- Identify and execute multi-year expansion and product-diversification opportunities tied to measurable client ROI.
- Drive adoption, utilization, new-site and feature rollouts, and reactivation of dormant usage.
- Orchestrate Implementation and specialist resources to achieve customer outcomes.
- Guide complex, multi-program customer engagements by sequencing workstreams, aligning stakeholders, and driving milestones.
- Partner with Sales and Commercial leadership on renewals, multi-year deals, pricing, and value articulation.
- Monitor account health and engagement signals to mitigate concentration and retention risk.
- Synthesize enterprise customer insights to influence product prioritization and roadmap strategy.
- Navigate integration architecture and data-flow decisions with client technical leadership, translating complexity into business outcomes.
- Coach senior Customer Success team members by reviewing account plans and QBRs and improving enterprise delivery quality.
- Lead data-driven executive QBRs demonstrating ROI and planning multi-year scale.

## Requirements
- Bachelor's degree in Business, Healthcare Administration, or a related field, or equivalent experience.
- 8–12+ years of enterprise Customer Success or Account Management experience, preferably in B2B SaaS or platform companies.
- Prior Strategic or Principal Customer Success Manager or Strategic Account Director experience with multi-year revenue ownership.
- Experience building playbooks, frameworks, or standards that scale beyond individual accounts.
- Strong understanding of complex integrations and APIs sufficient to guide client technical leaders.
- Experience with multi-year deal architecture, pricing conversations, and expansion strategy.
- Ability to manage complex, multi-program customer engagements at the executive level.
- Ability to build trust with C-suite stakeholders and communicate effectively with client CEOs.
- Data-driven, proactive, and systems-oriented approach to identifying trends and building repeatable solutions.

## Nice to Have
- Healthcare or health technology experience.

## Compensation and Benefits
- Medical, dental, and vision plans.
- Flexible spending and health savings accounts.
- Flexible paid time off.
- 401(k) with company match.
- Life insurance, pet insurance, and additional benefits.

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