Customer Success Manager

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