Enterprise Customer Success Manager
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Job Description
Enterprise Customer Success Manager at OpenLoop focusing on customer growth and retention in a remote setting. Collaborating with clients to ensure value realization from our solutions.
Responsibilities:
- Drive Account Growth & Diversification: Proactively identify opportunities to expand OpenLoop’s footprint within your book of business by introducing new products and service lines that align with client goals.
- Ensure Customer Success & ROI: Partner with clients to define "success" and track key performance indicators (KPIs) to ensure they are realizing maximum value from our solutions.
- Churn Mitigation: Monitor account health signals and engagement data to proactively identify and resolve risks before they impact retention.
- Strategic Relationship Management: Act as the primary point of contact for executive stakeholders, moving beyond tactical support to become a trusted advisor.
- Integration Advocacy: Navigate complex system integrations by understanding how OpenLoop’s infrastructure connects with client workflows, ensuring a seamless data and operational exchange.
- Lead Renewals & Upsells: Collaborate with Sales and Leadership to manage the end-to-end renewal process and execute expansion contracts.
- Voice of the Customer: Synthesize client feedback into actionable insights for the Product team to influence the roadmap toward high-growth features.
- Onboarding & Lifecycle Management: Lead clients through the transition from implementation to "go-live," ensuring a smooth handoff and immediate adoption of key features.
- Data-Driven Reviews: Conduct regular Business Reviews (QBRs) to analyze program performance, showcase ROI, and plan for future scaling.
Requirements:
- The Strategic Generalist: You have a Bachelor’s degree in Business, Healthcare Administration, or a related field.
- Proven CSM Track Record: 3+ years of experience in Customer Success or Account Management (B2B SaaS preferred), specifically focused on retention and revenue growth.
- Integration Savvy: While you don't need to be a developer, you possess a strong mental model of how complex system integrations and APIs work to support business processes.
- Commercial Mindset: You are comfortable discussing contracts, identifying upsell triggers, and negotiating renewals.
- Relationship Architect: You excel at building rapport with both technical users and C-suite executives.
- Proactive Problem Solver: You don't wait for a client to complain; you use data to spot trends and offer solutions before the client knows they need them.
- Healthcare/HealthTech Experience: (Bonus) Familiarity with the nuances of healthcare delivery or clinical operations.
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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