Customer Success Manager

About the role

You act as the primary relationship owner for assigned clients, responding promptly and shaping a positive client experience through consistent, structured interactions. You execute onboarding and implementation workflows in coordination with internal teams, following established processes and timelines to guide clients through key milestones. You use existing materials and playbooks to deliver standardized training and education sessions, translating program knowledge into clear steps for clients. You monitor client activity and engagement, conducting risk assessments and escalating patterns of concern to leadership so that emerging issues are addressed early. You troubleshoot client issues by applying defined processes and by partnering with internal teams to coordinate resolution, closing the loop on each case. You maintain accurate records of client interactions, updates, and activities in CRM and internal systems to ensure visibility and continuity. You support ongoing client communications, including scheduled check-ins, timely updates, and follow-ups per team guidance. You develop a working knowledge of OpenLoop programs, products, and services to answer client questions and support their objectives. You collaborate with cross-functional teams to ensure smooth execution of client workflows across functions. You surface client feedback and recurring issues to Customer Success leadership to inform continuous improvement and adjustments. You contribute to team initiatives and complete assigned tasks that support overall Customer Success objectives and priorities. You complete other duties as assigned to respond to shifting needs and priorities.

Key facts

What you'll do

• Serve as the point of contact for assigned clients, ensuring timely responses and a positive client experience through structured communication and follow-through.
• Execute onboarding and implementation workflows with internal teams, adhering to defined processes and timelines that coordinate activities and deliverables.
• Deliver standardized training and education sessions to clients, using existing materials and playbooks to present information clearly and consistently.
• Monitor client activity and engagement, performing risk assessments and escalating patterns of risk or concerns to leadership so that issues are identified and addressed early.
• Troubleshoot client issues by following defined processes and partnering with internal teams to coordinate resolution, closing the loop on each case and confirming outcomes.
• Maintain accurate records of client interactions, updates, and activities in CRM and internal systems to preserve visibility, traceability, and continuity.
• Support ongoing client communications, including regular check-ins, timely updates, and follow-ups per team guidance to keep clients informed and aligned.
• Develop a working knowledge of OpenLoop programs, products, and services to understand client contexts and respond effectively to their needs.
• Collaborate with cross-functional teams to ensure smooth execution of client workflows, coordinating handoffs and dependencies across functions.
• Surface client feedback and recurring issues to Customer Success leadership, enabling continuous improvement of programs, products, and processes.
• Contribute to team initiatives and complete assigned tasks that support overall Customer Success objectives, priorities, and capacity plans.
• Complete other duties as assigned, adapting to shifting priorities, stakeholder needs, and team requirements.

Requirements

• Hold a Bachelor's degree in Business, Communications, or a related field or equivalent experience that demonstrates relevant preparation.
• Bring 1 to 3 years of experience in customer success, account management, onboarding, or a related client-facing role.
• Demonstrate strong communication skills, with the ability to clearly explain information and follow structured processes in a professional manner.
• Be detail-oriented and organized, with the ability to manage multiple tasks and priorities effectively while working with guidance.
• Be comfortable working within defined workflows and using established tools, systems, and procedures as they exist today.
• Apply a problem-solving mindset and escalate issues appropriately through defined channels when complexity or risk requires higher-level support.
• Show experience with CRM systems or customer success tools, or a willingness to develop this capability on the job as a plus.
• Be eager to learn, coachable, and able to adapt in a fast-paced environment where responsibilities and workflows may evolve.

Nice to have

• No additional preferred degrees, specific tools, or constraints are stated.

Engineering methods

• No specific methods, frameworks, or tooling practices are specified.

Relevant systems

• No specific systems, products, or platforms are listed.

Skills & tools

• No discrete skills or tools are enumerated beyond the requirements and stated expectations.

Practical notes

• Constraints and compensation nuances: Salary or pay bands not stated; preferred degree specificity not stated; exact years of experience numeric range not stated beyond 1-3 years; specific CRM or customer success tools not named; team or department not stated; visa or work authorization constraints not stated.

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