Director of Customer Success- Growth

About the Role

OpenLoop is looking for a Director of Customer Success - Growth to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for driving retention and expansion for our mid-market client segment ($25K-$100K ARR), focusing on standardized implementation processes, efficient onboarding, and scalable success methodologies. This role balances high-quality customer outcomes with operational efficiency to support rapid customer base growth.

What You'll Do

• Own Gross Revenue Retention (GRR) targets of 95%+ and expansion revenue goals.
• Design standardized onboarding and adoption processes that scale efficiently across client tiers.
• Implement tiered service levels based on account value and growth potential.
• Establish clear processes for account assignment, workload management, and performance standards.
• Conduct regular one-on-ones, team meetings, and performance coaching sessions.
• Design and deliver training programs on efficiency, time management, and digital engagement strategies.
• Build and maintain customer success playbooks and automation-first engagement flows for growth segments.
• Develop automated touchpoint sequences and leverage tools like Zoho Flow, Twilio, and Amazon Connect to drive digital engagement at scale.
• Implement self-service resources and customer education programs that integrate with CRM and support systems.
• Design efficient escalation paths for technical issues and expansion opportunities.
• Collaborate with Product on feature adoption strategies and user experience improvements.
• Partner with Marketing on customer education content, webinars, and campaigns.
• Work with Sales on lead qualification criteria and expansion handoff processes.
• Coordinate with Implementation on streamlined onboarding workflows.
• Create dashboards and reporting for segment performance and individual CSM metrics.
• Conduct cohort analyses to optimize onboarding and retention strategies.
• Other duties as assigned.

Who You Are

• Bachelor’s degree in Business, Marketing, Operations, Information Systems, or related field.
• 5+ years in customer success, account management, or operations roles.
• 3+ years of team leadership experience in high-velocity customer environments.
• 2+ years in healthcare technology or SaaS companies.
• Proven track record of building scalable, systems-driven customer success processes.
• Familiarity with customer success automation platforms, workflow tools, and communication systems (Zoho suite, Twilio, Amazon Connect/SES, Zapier, etc.).
• Strong analytical skills with experience in data-driven decision making (dashboards, cohort analysis, forecasting).
• Experience managing remote or hybrid teams with strong collaboration skills.
• Hungry to optimize, improve, and scale customer success operations in a fast-moving startup environment.

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.