Director of Customer Success

Description

OpenLoop is looking for a Director of Customer Success to join our team remotely or at our HQ in Des Moines, Iowa. This role will be a member of the Customer Success Team, collaborating closely with the Sr Director of Customer Solutions & Implementation.

As the Director of Customer Success at OpenLoop, you will play a pivotal role in ensuring the success and satisfaction of our customers. You will lead a team dedicated to building strong relationships with our clients, understanding their needs, and delivering exceptional service to drive usage, retention, and growth. This role requires a strategic thinker with a deep understanding of telehealth, strong leadership skills, and a passion for delivering value to customers.

About the Role

Responsibilities include, but are not limited to:

Strategic Leadership:

• Develop and execute a customer success strategy aligned with the company's overall goals and objectives.
• Establish key performance indicators (KPIs) and metrics to measure the success of the customer success team and drive continuous improvement.
• Collaborate with cross-functional teams, including product development, sales, and marketing, to ensure alignment and a seamless customer experience.

Team Management:

• Build, lead, and mentor a high-performing customer success team.
• Provide coaching, guidance, and professional development opportunities to team members to foster growth and retention.
• Set clear goals and expectations for the team and hold them accountable for results.

Customer Engagement and Retention:

• Cultivate strong relationships with key customers, understanding their needs, challenges, and objectives.
• Proactively identify opportunities to add value and drive customer satisfaction and loyalty.
• Develop and implement retention strategies to minimize churn and maximize customer lifetime value.

Customer Advocacy:

• Serve as the voice of the customer within the organization, advocating for their needs and priorities.
• Gather customer feedback and insights to inform product development, enhancements, and roadmap decisions.
• Work closely with the product team to ensure that customer feedback is incorporated into product planning and development processes.

Customer Onboarding and Training:

• Oversee the customer onboarding process to ensure a smooth and successful transition for new customers.
• Develop and deliver training programs and resources to help customers maximize the value of our telehealth platform.
• Continuously evaluate and refine onboarding and training processes to improve effectiveness and efficiency.

Technology & Systems:

• Proficiency in CRM software (e.g., Zoho, Salesforce, HubSpot) for managing customer relationships and tracking interactions.
• Familiarity with telehealth platforms and related technologies is a plus.
• Strong analytical skills with the ability to gather and interpret data from various sources to drive decision-making.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical audiences.
• Experience with project management tools (e.g., Asana, Trello) for coordinating customer success initiatives.

Requirements

At Minimum, We’d Like You to Have:

• 8-10 years relevant experience in a customer success role or equivalent. Strong preference for candidates who understand & thrive on the ambiguity and pace of a high-growth startup.
• Proven track record of success in a customer success leadership role, preferably in the healthcare, telehealth, or technology industry.
• Strong understanding of telehealth/healthcare trends, challenges, and best practices.
• Exceptional communication, interpersonal, and relationship-building skills.
• Strategic thinker with the ability to translate customer needs into actionable plans and initiatives.
• Experience managing and developing high-performing teams.
• Analytical mindset with the ability to leverage data to drive insights and decision-making.
• Customer-centric focus with a passion for delivering exceptional service and value.

Ideally, You’ll Also Have:

• Bachelor's degree in Business Administration or a related field
• Proven track record of taking a proactive approach to customer success initiatives, leveraging your experience in selling recurring revenue solutions.
• Ability to thrive in a fast-paced, entrepreneurial environment and adapt to changing priorities
• Ability to effectively collaborate with remote teams across