The Director of Customer Success- Enterprise will lead high-value client relationships, manage enterprise accounts, drive customer outcomes, and oversee a team of Enterprise CSMs.
About the Role
OpenLoop is looking for a Director of Customer Success- Enterprise to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for leading our highest-value client relationships, overseeing accounts with $100K+ ARR and complex healthcare infrastructure implementations. This role combines strategic account management with deep healthcare industry expertise to drive exceptional customer outcomes, expansion revenue, and executive-level advocacy for our digital health platform.
What You'll Do
- Develop and execute success strategies for 50–75 enterprise accounts representing the majority of company revenue.
- Build and maintain C-suite relationships with healthcare executives, CTOs, compliance leaders, and clinical stakeholders.
- Own enterprise NRR targets (120%+) and ensure strategic account renewals and expansions.
- Collaborate with Sales leadership on enterprise growth plans, multi-year renewals, and competitive positioning.
- Manage a team of Enterprise CSMs, creating account assignment criteria, workload distribution, and performance standards.
- Conduct executive-level account reviews, forecasting, and performance evaluations.
- Design training programs focused on healthcare regulations, clinical workflows, and executive engagement.
- Partner with Product and Engineering to advocate for enterprise-specific features, integrations, and roadmap priorities.
- Collaborate with Marketing on case studies, reference programs, and thought leadership content tailored for enterprise healthcare clients.
- Work with Legal and Compliance on contract negotiations, regulatory requirements, and security frameworks (HIPAA, SOC2, HITRUST).
- Establish enterprise playbooks and best practices for onboarding, adoption, and renewal.
- Design and manage escalation paths for technical issues, compliance concerns, and executive-level escalations.
- Implement account health scoring frameworks tailored to enterprise healthcare clients (NRR, clinical adoption metrics, utilization).
- Lead Quarterly Business Reviews (QBRs) and annual strategic planning sessions with executive stakeholders.
- Other duties as assigned.
Who You Are
- Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field; MBA preferred.
- 7+ years of experience in customer success, account management, or consulting, with a focus on enterprise clients.
- 4+ years of leadership experience managing customer-facing teams in enterprise SaaS or healthcare.
- 3+ years of experience in healthcare technology, EHR/EMR systems, or digital health platforms.
- Strong knowledge of healthcare stakeholder dynamics including providers, payers, and large health systems.
- Understanding of clinical quality metrics, patient outcomes, and healthcare economics.
- Proficiency with customer success platforms (Gainsight, ChurnZero, Totango, or similar).
- Advanced Excel/Google Sheets skills for financial modeling, forecasting, and account analysis.
- Experience with CRM systems (Salesforce preferred) and data visualization tools (Looker, Tableau, Power BI).
- Deep understanding of SaaS metrics including NRR, GRR, LTV, and enterprise health scoring.
- Comfortable navigating regulatory frameworks (HIPAA, SOC2, HITRUST) and healthcare compliance standards.
About OpenLoop
OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our tele-health 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.
Our Company Culture
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.
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
Sound like a good fit? We’d love to meet you.
Top Skills
Churnzero
Gainsight
Looker
Power BI
Salesforce
Tableau
Totango
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