OpenLoop

Director of Customer Success – Growth

OpenLoop

full-time

Posted on:

Origin:  • 🇺🇸 United States • Iowa

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Salary

💰 $125,000 - $146,000 per year

Job Level

Lead

About the role

  • Drive retention and expansion for mid-market client segment ($25K-$100K ARR), focusing on standardized implementation, efficient onboarding, and scalable success methodologies.
  • 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.

Requirements

  • 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.