Director of Customer Success, Brick & Mortar
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Job Description
Director of Customer Success at OpenLoop, focused on education and client enablement in the B&M vertical. Building strategies and leading a new team remotely.
Responsibilities:
- Build and own the B&M Customer Success strategy, focused on client education, enablement, and activation rather than traditional relationship management.
- Design and implement the B&M playbook, including welcome calls, onboarding flows, education materials, 1-month activation check-ins, and ongoing volume-driving plays.
- Develop client-facing content and education programs, teaching partners how to position, re-sell, and operationalize OpenLoop services within their locations.
- Define and operationalize activation and volume-based success metrics (e.g., activation rate, patients seen, volume growth).
- Hire, onboard, and lead a team of B&M Customer Success Managers, including training curriculum and performance management.
- Act as a player-coach, managing a personal book of clients to stay close to the motion and model best practices.
- Partner cross-functionally with:
- Sales on handoffs and client expectations
- Marketing on enablement materials and channel support
- Supply Chain on program readiness
- HeyRevia / DragonFruit on platform optimization
- Build and manage capacity models, team structure, and reporting dashboards to support a high-volume client onboarding environment.
- Continuously test, measure, and iterate on playbooks and processes to improve activation and client performance.
Requirements:
- 5+ years of experience in Customer Success, onboarding, enablement, or related leadership roles.
- Proven experience building teams and processes from scratch in a 0-to-1 or scaling environment.
- Experience operating in high-volume, high-velocity environments with strong execution discipline.
- Strong content development and communication skills—able to create education materials and enablement content that drive behavior change.
- Comfortable with a player-coach model, balancing strategic leadership with hands-on execution.
- Highly data-driven, with the ability to define KPIs, build reporting, and use insights to improve outcomes.
- Experience in franchise, retail, or distributed workforce models is a plus.
- Thrives in fast-growing, ambiguous environments where processes are still being defined.
Benefits:
- Medical, Dental, and Vision plans
- Flexible Spending/Health Savings Accounts
- Flexible PTO
- 401(k) + Company Match
- Life Insurance, Pet insurance, and more
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