About the Role

OpenLoop is looking for a Director of Customer Success- Enterprise to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for leading our highest-value client relationships, overseeing accounts with $100K+ ARR and complex healthcare infrastructure implementations. This role combines strategic account management with deep healthcare industry expertise to drive exceptional customer outcomes, expansion revenue, and executive-level advocacy for our digital health platform.

What You'll Do

• 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.

Who You Are

• 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.