Customer Success Manager

About the Role

OpenLoop is looking for a Customer Success Manager to join our team remotely or at our team remotely or at our HQ in Des Moines, IA. In this role, you will be responsible for collaborating closely with Customer Success leadership supporting and continuously developing the client experience from start to finish, ultimately contributing to relationship retention and growth.

What You'll Do

• Serve as the primary point of contact for assigned clients, building and maintaining strong, long-term relationships ensuring satisfaction with OpenLoop’s solutions.
• Provide expert-level technical support to clients, troubleshooting and resolving complex issues related to our products and services.
• Work with the implementation team to guide new clients through the onboarding process. 
• Focus on maintaining a strong partnership and ensuring the clients continue to see value in our services.
• Excellent communication skills, with a passion for helping clients achieve their goals. 
• Work closely with internal teams to address any post-launch issues, troubleshoot concerns, and coordinate ongoing enhancements and product updates.
• Conduct training sessions and provide ongoing education as needed.
• Develop deep knowledge of our programs, products, and services, staying updated on new features and improvements. 
• Act as a program expert to clients, proactively offering tailored solutions for better outcomes and greater efficiencies. 
• Monitor client programs, analytics and overall satisfaction, identifying opportunities for improvement and growth. 
• Proactively address potential issues before they impact the client.
• Work closely with cross-functional teams to ensure a seamless process for clients and their patients.
• Act as the voice of the client internally, providing feedback to the product and technical teams to ensure continuous improvement of OpenLoop's offerings.
• Regularly review and analyze client data to identify trends, potential risks, and opportunities for upselling or cross-selling additional services.
• Collaborate with the sales team to manage contract renewals and client upsells to ensure continued client satisfaction.
• Other duties as assigned.

Who You Are

• Bachelor’s degree in Business, Computer Science, or a related field.
• 3+ years of experience in a technical account management, customer success, or related role, preferably in a B2B environment, with a focus on post-implementation client engagement. 
• Strong technical background with the ability to understand and communicate complex technical concepts.
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients.
• Problem-solving mindset with a proactive approach to identifying and addressing client needs.
• Experience with CRM software and other customer success tools.
• Ability to work independently and manage multiple accounts and tasks simultaneously.