Director of Customer Success

About OpenLoop

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OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth 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.

About the Role

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OpenLoop is looking for a Director of Customer Success to join our team remotely or at our HQ in Des Moines, IA. In this role, you will lead, mentor, and manage a team of Customer Success Managers responsible for driving net revenue retention through adoption, retention, and expansion across a scaled, digital-first customer success motion. You will set strategy and standards for lifecycle programs, segmentation models, and data-driven engagement, while coaching your team to execute effectively using automation, health scoring, and targeted human touchpoints to deliver measurable customer and revenue outcomes in a fast-growing digital health environment.

What You'll Do

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• Own the scaled CS strategy for SMB and mid-market customers, balancing digital engagement with targeted human touchpoints.
• Design and optimize digital customer journeys across onboarding, adoption, renewal, and expansion.
• Build and manage segmentation and coverage models (digital-only, pooled, hybrid).
• Own health scoring frameworks, lifecycle triggers, and in-app / automated outreach.
• Partner with Product and Marketing to deliver in-product education, campaigns, and self-serve resources.
• Drive retention and expansion through programmatic, data-driven plays.
• Lead a team of Scaled / Digital CSMs and CS Ops partners.
• Drive KPIs (GRR, NRR, adoption, engagement) and report performance to leadership.
• Continuously test, measure, and iterate on scalable CS programs.

Who You Are

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* 7+ years of