OpenLoop

Director of Customer Success, Enterprise

OpenLoop

full-time

Posted on:

Origin:  • 🇺🇸 United States • Iowa

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Salary

💰 $125,000 - $146,000 per year

Job Level

Lead

Tech Stack

Tableau

About the role

  • Develop and execute success strategies for 50–75 enterprise accounts representing the majority of company revenue
  • Build and maintain C-suite relationships with healthcare executives, CTOs, compliance leaders, and clinical stakeholders
  • Own enterprise NRR targets (120%+) and ensure strategic account renewals and expansions
  • Collaborate with Sales leadership on enterprise growth plans, multi-year renewals, and competitive positioning
  • Manage a team of Enterprise CSMs, creating account assignment criteria, workload distribution, and performance standards
  • Conduct executive-level account reviews, forecasting, and performance evaluations
  • Design training programs focused on healthcare regulations, clinical workflows, and executive engagement
  • Partner with Product and Engineering to advocate for enterprise-specific features, integrations, and roadmap priorities
  • Collaborate with Marketing on case studies, reference programs, and thought leadership content tailored for enterprise healthcare clients
  • Work with Legal and Compliance on contract negotiations, regulatory requirements, and security frameworks (HIPAA, SOC2, HITRUST)
  • Establish enterprise playbooks and best practices for onboarding, adoption, and renewal
  • Design and manage escalation paths for technical issues, compliance concerns, and executive-level escalations
  • Implement account health scoring frameworks tailored to enterprise healthcare clients (NRR, clinical adoption metrics, utilization)
  • Lead Quarterly Business Reviews (QBRs) and annual strategic planning sessions with executive stakeholders
  • Other duties as assigned

Requirements

  • Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field; MBA preferred
  • 7+ years of experience in customer success, account management, or consulting, with a focus on enterprise clients
  • 4+ years of leadership experience managing customer-facing teams in enterprise SaaS or healthcare
  • 3+ years of experience in healthcare technology, EHR/EMR systems, or digital health platforms
  • Strong knowledge of healthcare stakeholder dynamics including providers, payers, and large health systems
  • Understanding of clinical quality metrics, patient outcomes, and healthcare economics
  • Proficiency with customer success platforms (Gainsight, ChurnZero, Totango, or similar)
  • Advanced Excel/Google Sheets skills for financial modeling, forecasting, and account analysis
  • Experience with CRM systems (Salesforce preferred) and data visualization tools (Looker, Tableau, Power BI)
  • Deep understanding of SaaS metrics including NRR, GRR, LTV, and enterprise health scoring
  • Comfortable navigating regulatory frameworks (HIPAA, SOC2, HITRUST) and healthcare compliance standards