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The Customer Success Specialist will manage client relationships and ensure seamless user experiences from contract signing through long-term growth. They are responsible for aligning internal resources, refining operational processes, and managing clinician scheduling and training.
Customer Success Specialist
Location: Remote or Des Moines, IA (HQ)
Department: Operations
Reports To: Director of Customer Success
OpenLoop is looking for a Customer Success Specialist to join our Operations team. In this role, you will collaborate closely with the Director of Customer Success to ensure a seamless user experience for clients from initial contract signing through long-term relationship growth.
Resource Alignment: Gather complex client needs and align them with the proper internal resources required to power partners’ care delivery systems.
Process Improvement: Continuously refine existing processes to evolve our product, service offerings, and overall team efficiency using technology and people.
Clinician Training & Gaps: Identify operational gaps and train clinicians on various requirements necessary to run our services.
Cross-Functional Collaboration: Work closely with Implementation, Account Management, and Clinician Advocacy teams to address product and skill development gaps.
Clinician Management: Manage clinician scheduling and ongoing communication.
Workflow Implementation: Integrate client and patient workflows into tech platforms across a variety of healthcare verticals.
Data Integrity: Maintain accurate data entry and system data integrity.
Proxy Support: Serve as a proxy for the Customer Success and Implementation Manager in key meetings and workflows (e.g., legal, customer success, and communications).
Experience: 1+ years of project experience in a startup or healthcare environment required.
Technical Aptitude: Proven ability to learn and adapt to new technologies to maximize project success.
Communication: Ability to construct clear, effective emails providing clients and internal stakeholders with essential background and project updates.
OpenLoop was co-founded by CEO Dr. Jon Lensing and COO Christian Williams with the vision to bring healing anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering virtual care across an expansive array of specialties in all 50 states.
We maintain a relatively flat organizational structure where everyone is encouraged to bring ideas to the table and take ownership. This aligns directly with our core values:
Autonomy
Competence
Belonging
We want every team member to feel empowered and supported to do their best work.
While headquartered in Des Moines, Iowa, our team is distributed across the US. Our day-to-day collaboration primarily happens in:
Slack | Notion | Linear | Figma | FullStory | Zoom
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