Senior Customer Success Manager

OpenLoop is a telehealth support company that helps organizations deliver virtual care across multiple specialties. The Senior Customer Success Manager will manage a portfolio of mid-market accounts, driving customer outcomes, adoption, renewals, retention, and expansion. The role involves strategic stakeholder management, success planning, performance analysis, and cross-functional collaboration.

Responsibilities:

• Own renewal strategy and identify expansion opportunities across your mid-market portfolio
• Develop and execute clear success plans to ensure customers achieve defined outcomes and maximize platform utilization
• Build and maintain relationships across accounts, ensuring alignment on goals and performance
• Proactively manage the end-to-end renewal process, mitigating churn risk through early health monitoring and engagement tracking
• Surface upsell triggers and collaborate with Sales to execute expansion opportunities aligned with customer value realization
• Conduct recurring business reviews to communicate performance, ROI, and growth opportunities, using trend analysis to guide recommendations
• Translate customer feedback and recurring themes into actionable insights for Product and Leadership
• Partner with Implementation, Support, Sales, and Product to ensure smooth onboarding, adoption, and issue resolution
• Monitor engagement signals, proactively address risk, and implement recovery plans before churn risk escalates

Requirements:

• 4–6+ years of Customer Success or Account Management experience (B2B SaaS preferred), with demonstrated success in renewal and revenue retention
• Comfortable managing contracts, renewal conversations, and expansion discussions
• Experienced in structured success planning and driving measurable adoption outcomes
• Skilled at navigating multiple decision-makers and aligning priorities across teams
• Able to analyze performance trends and translate insights into strategic recommendations
• Anticipates risks and acts before issues impact retention
• Familiarity with healthcare delivery models or telehealth ecosystems is a plus