Strategic Customer Success Manager

About the role

OpenLoop is hiring a Strategic Customer Success Manager to join our team remotely or at our HQ in Des Moines, IA. This is a Principal-level role owning our most consequential enterprise relationships end-to-end - and defining how enterprise customer success is done as we scale. You will be the strategic counterpart to client executive leadership, the owner of a high-value account portfolio, and the architect of the playbooks and standards the broader CS team runs on. You will own the crown-jewel portfolio, serving as the end-to-end owner and executive-sponsor counterpart for OpenLoop's most strategically consequential enterprise accounts, accountable for retention, multi-year expansion, and long-term partnership. You will architect the enterprise CS motion, building and owning the operating model the CS organization runs on, including NRR methodology, QBR standard, strategic account-planning framework, and health/risk model. You will drive account growth and diversification, identifying and executing multi-year expansion and product-diversification opportunities across your portfolio, tied to measurable client ROI. You will own activation and value realization, driving ongoing adoption and utilization across your accounts - new-site and feature rollout, re-activating dormant usage - owning the outcome and orchestrating Implementation and specialist resources to get there, while initial go-live stays with Implementation. You will guide the customer as a program, embedding from deal signing and running the engagement as an executive-level program, sequencing workstreams, aligning stakeholders, and driving milestones across complex, multi-program accounts. You will lead renewals and multi-year deals, partnering with Sales and Commercial leadership on end-to-end renewal and multi-year expansion architecture, including pricing and value articulation. You will manage concentration risk, monitoring health and engagement signals to proactively surface and mitigate risks on accounts where retention is existential, and you will shape product strategy by synthesizing enterprise customer insight into roadmap influence, participating in prioritization, not just submitting requests. You will guide complex integrations, navigating architecture and data-flow decisions with client technical leadership, translating complexity into business outcomes, and you will raise the bench by acting as a player-coach for the senior CS team, reviewing account plans and QBRs, and lifting enterprise delivery quality org-wide. You will run data-driven executive reviews, leading executive-level QBRs that demonstrate ROI and plan multi-year scale.

Key facts

What you'll do

• Own the crown-jewel portfolio as the end-to-end owner and executive-sponsor counterpart for OpenLoop's most strategically consequential enterprise accounts, accountable for retention, multi-year expansion, and long-term partnership.
• Architect the enterprise CS motion by building and owning the operating model the CS organization runs on, including NRR methodology, QBR standard, strategic account-planning framework, and health/risk model.
• Drive account growth and diversification by identifying and executing multi-year expansion and product-diversification opportunities across your portfolio, tied to measurable client ROI.
• Own activation and value realization by driving ongoing adoption and utilization across your accounts - new-site and feature rollout, re-activating dormant usage - owning the outcome and orchestrating Implementation and specialist resources to get there, with initial go-live remaining with Implementation.
• Guide the customer as a program by embedding from deal signing and running the engagement as an executive-level program, sequencing workstreams, aligning stakeholders, and driving milestones across complex, multi-program accounts.
• Lead renewals and multi-year deals by partnering with Sales and Commercial leadership on end-to-end renewal and multi-year expansion architecture, including pricing and value articulation.
• Manage concentration risk by monitoring health and engagement signals to proactively surface and mitigate risks on accounts where retention is existential.
• Shape product strategy by synthesizing enterprise customer insight into roadmap influence, participating in prioritization, not just submitting requests.
• Guide complex integrations by navigating architecture and data-flow decisions with client technical leadership, translating complexity into business outcomes.
• Raise the bench by acting as a player-coach for the senior CS team, reviewing account plans and QBRs, and lifting enterprise delivery quality org-wide.
• Run data-driven executive reviews by leading executive-level QBRs that demonstrate ROI and plan multi-year scale.
• Operate with executive presence and program discipline, aligning cross-functional stakeholders and driving outcomes in a fast-scaling environment.
• Leverage proactive systems-thinking to use data to spot trends and build repeatable solutions, not one-off fixes.
• Serve as a strategic thought partner to C-suite stakeholders, building trust and holding your own in executive conversations.
• Contribute to enterprise playbooks and standards that become the basis for organization-wide CS practices.

Requirements

• The Strategic Operator: Bachelor's degree in Business, Healthcare Administration, or a related field (or equivalent experience).
• Proven at the Principal tier: 8-12+ years in enterprise Customer Success or Account Management (B2B SaaS/platform preferred), including prior Strategic/Principal CSM or Strategic Account Director experience with multi-year revenue ownership.
• Motion-builder: You've built a playbook, framework, or standard that scaled beyond your own accounts and lifted a whole team.
• Integration-savvy: You're not a developer, but you have a strong mental model of complex integrations and APIs - enough to guide a client's technical leaders.
• Commercially deep: Comfortable with multi-year deal architecture, pricing conversations, and expansion strategy.
• Executive program manager: You can guide a complex, multi-program customer engagement from signing forward - sequencing, stakeholders, and milestones - at executive altitude.
• Executive-sponsor-caliber: You build trust with client C-suite and hold your own in the room with a client CEO.
• Proactive systems-thinker: You use data to spot trends and build repeatable solutions, not one-offs.
• Healthcare/HealthTech Experience: (Bonus) Familiarity with healthcare delivery or clinical operations.
• Proven experience working in a fully remote or hybrid environment with asynchronous communication norms.
• Demonstrated ability to manage high-stakes, multi-stakeholder initiatives in a regulated or high-compliance context.
• Willingness to collaborate across time zones and support on-call responsibilities as needed for global enterprise coverage.
• Commitment to maintaining confidentiality and handling sensitive client data in accordance with company policies.
• Track record of achieving and exceeding retention, expansion, and NRR targets in prior roles.
• Experience partnering with Sales and Commercial teams to architect and execute renewal strategies.

Nice to have

• Familiarity with healthcare delivery or clinical operations.
• Experience building and scaling customer success organizations.
• Background in platform or API-driven products.
• Experience with data analytics and interpretation to drive strategic decisions.

Practical notes

This role is full_time and may be remote or based at our HQ in Des Moines, IA. The position may require occasional travel for strategic client visits or team gatherings. No specific visa sponsorship details are provided. There are no published working hour constraints beyond standard full-time expectations. There are no published deadlines for this application.