About the Role

OpenLoop is looking for a Vice President of Customer Success to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for leading our customer success and support strategy, ensuring an outstanding experience for our healthcare partners. As a key member of the executive team, you will drive customer engagement, operational efficiency, and service excellence while fostering a culture of proactive problem-solving and customer advocacy. You will build and scale a high-performing team, align cross-functional initiatives, and drive strategic improvements that enhance satisfaction, retention, and long-term success.

The ideal candidate is a visionary leader with deep telehealth expertise, strong operational acumen, and the ability to navigate complex customer needs with empathy and efficiency.

What You'll Do

• Define and execute OpenLoop’s customer success strategy, ensuring alignment with company-wide growth and operational objectives.
• Own and optimize the end-to-end customer journey, from onboarding through long-term engagement and retention.
• Establish and monitor key performance indicators (KPIs), leveraging data to drive continuous improvements in customer satisfaction and operational effectiveness.
• Act as a trusted advisor to customers, ensuring they maximize the value of OpenLoop’s platform and services.
• Collaborate closely with Implementation, Sales, and Marketing to refine processes, address pain points, and create seamless customer experiences.
• Oversee and enhance customer support, onboarding, and success functions, ensuring a proactive, high-touch approach.
• Develop customer health metrics and predictive analytics to identify risks, prevent churn, and drive engagement.
• Implement and scale a multi-tiered support model, balancing self-service, automation, and live support to improve response times and efficiency.
• Serve as an escalation point for high-impact customer issues, ensuring swift resolution while maintaining customer trust.
• Drive continuous feedback loops with customers, ensuring their insights inform product improvements and service enhancements.
• Ensure seamless systems integration and data exchange, leveraging APIs and automation to streamline processes.
• Build scalable customer success frameworks to support OpenLoop’s rapid growth and evolving healthcare landscape.
• Foster a culture of accountability, continuous learning, and customer advocacy, ensuring the team consistently delivers outstanding service.
• Provide executive-level coaching and professional development opportunities to grow internal talent.

Who You Are

• 10+ years of experience in Customer Success, Customer Support, or Operations within telehealth or digital healthcare.
• 5+ years in a senior leadership role, managing and scaling customer support and success teams.
• Strong knowledge of healthcare industry workflows, telehealth regulations, and provider needs.
• Proven track record of improving customer satisfaction scores (CSAT), reducing support ticket volume, and streamlining support operations.
• Expertise in support and customer success technologies, such as CRM platforms (Zoho, HubSpot).
• Experience implementing self-service knowledge bases and AI-driven support solutions.
• Excellent problem-solving, communication, and leadership skills.
• Passion for patient-centered digital healthcare solutions.