# Director of Customer Success

**Company:** [OpenLoop](https://hotfix.jobs/companies/openloop)
**Location:** Remote
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Customer Success Operations, Net Revenue Retention, Gainsight, Totango, Churnzero, Health Scoring, Customer Segmentation, Lifecycle Marketing, Automation, Experimentation, SaaS, Digital Health, Customer Adoption, Customer Expansion
**Posted:** 2026-08-21

> Leads the scaled customer success strategy for SMB and mid-market customers, driving adoption, retention, and expansion through digital programs, health scoring, automation, and targeted human engagement. The role manages customer-facing teams and requires substantial customer success leadership experience in SaaS or digital health.

## Job Description

## Responsibilities
- Own the scaled customer success 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, including digital-only, pooled, and hybrid approaches.
- Own health scoring frameworks, lifecycle triggers, and in-app or automated outreach.
- Partner with Product and Marketing on in-product education, campaigns, and self-service resources.
- Drive retention and expansion through programmatic, data-driven plays.
- Lead and develop a team of Scaled/Digital Customer Success Managers and Customer Success Operations partners.
- Track and report KPIs including gross revenue retention, net revenue retention, adoption, and engagement.
- Continuously test, measure, and iterate on scalable customer success programs.

## Requirements
- 7+ years of experience in Customer Success, Customer Success Operations, or Growth roles.
- 3+ years of experience leading and developing customer-facing teams, ideally in a scaled or digital customer success environment.
- Proven track record of owning and improving net revenue retention in a SaaS or digital health business.
- Strong experience with customer success platforms such as Gainsight, Totango, ChurnZero, or similar.
- Highly data-driven, with experience in experimentation, automation, and iterative improvement.
- Experience in fast-growing or startup environments with evolving processes.

## Compensation & Benefits
- Medical, dental, and vision plans.
- Flexible Spending Accounts and Health Savings Accounts.
- Flexible paid time off.
- 401(k) with company match.
- Life insurance.
- Pet insurance and additional benefits.

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