Vice President of Customer Success

About the Role

OpenLoop, a fast growing Healthtech startup, is looking for a VP of Customer Success to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for leading our rapidly expanding enterprise post-sales organization. Reporting directly to C-level, you will own the full customer lifecycle post-implementation and lead onboarding through adoption, clinical and financial outcomes, renewals, and expansion. You will also help build and lead our team in charge of client success in supporting millions of patient visits every year.

This is a high-visibility leadership role that will set the bar for customer outcomes, compliance, and retention in the digital healthtech environment. The ideal candidate combines SaaS customer success expertise with healthcare experience, and thrives on building scalable systems that prove ROI to enterprise sponsors while delivering seamless care experiences to patients. It’s important to be curious, technically savvy and passionate about improving healthcare.

What You'll Do

• Own retention & growth: Drive Gross and Net Revenue Retention (GRR/NRR) targets across enterprise and growth accounts.
• Scale onboarding & activation: Standardize implementation playbooks (HIPAA/BAA, integrations, payer enrollment, credentialing) and launch member activation programs that accelerate time-to-value.
• Define account health: Establish a multi-signal health score (product usage, adoption, sentiment, patient engagement, RCM outcomes, credentialing velocity) and instrument it in a Customer Success Platform.
• Lead customer communications: Deliver executive business reviews (EBRs) and outcome reporting that highlight clinical, financial, and operational value for sponsors.
• Partner cross-functionally: Collaborate with Clinical Ops, Regulatory/Legal, RCM, and Technology teams to ensure compliance, optimize workflows, and deliver on customer commitments.
• Build & mentor the team: Develop a high-performing CS organization segmented by customer type, with strong leaders and empowered CSMs.
• Set strategy & forecast: Lead capacity planning, headcount modeling, and renewal/expansion forecasting in partnership with Finance and Sales.
• Embed compliance: Ensure that HIPAA, SOC 2, and regulatory standards are built into every aspect of customer engagement.
• Other duties as assigned.
  

Who You Are

• Bachelor's Degree in Business, Communications or related field. 
• 12+ years of post-sales leadership in SaaS or healthcare technology, with at least 5 years at the VP/Senior Director level.
• Proven success owning retention and expansion metrics (GRR, NRR, ARR) in a B2B2C environment (digital health, healthtech SaaS strongly preferred).
• Deep understanding of healthcare compliance (HIPAA/BAA, SOC 2) and payer/provider ecosystems, including RCM, credentialing, and clinical workflows.
• Track record of scaling Customer Success teams (50+ employees) across enterprise and growth segments.
• Expertise with Customer Success Platforms (Gainsight, Totango, ChurnZero) and lifecycle playbooks.
• Strong background in implementation/PMO leadership for enterprise healthcare clients.
• Executive presence with ability to present clinical and financial ROI to payer, employer, provider, and retail executives.
• Data-driven operator with proficiency in renewal forecasting, capacity planning, and customer analytics.
• Experienced in cross-functional leadership, partnering with Product, Clinical, Compliance, and Operations.
• Excellent people leader: coaching, developing, and inspiring directors, managers, and ICs across remote teams.