Customer Success Manager

Job description

ABOUT OPENLOOP OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. About the Role OpenLoop is looking for a Customer Success Manager to join our team remotely. In this role, you will support the Customer Success team in delivering a high-quality client experience by executing defined processes across onboarding, education, and ongoing account support. You will work closely with Customer Success leadership and cross-functional partners to ensure clients are set up for success, following established playbooks and workflows to help drive adoption and satisfaction. 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 OUR COMPANY We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you.