Revenue Operations Manager, Customer Success
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AI Summary
About OpenLoop
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
Retention is revenue—and at OpenLoop, we're building the operational infrastructure that makes Customer Success scalable, measurable, and proactive. We're looking for a Revenue Operations Manager to partner with CS leadership in designing and executing the processes, data, and tooling that drive consistent onboarding, healthy customer relationships, and strong renewal outcomes.
This role is the operational backbone of our post-sale motion. You'll own the workflows and systems that CS teams rely on every day—and you'll have the analytical skills to spot risk, identify opportunity, and bring data to every conversation about customer health and retention.
If you believe great customer success starts with great operations—and you have the process chops to prove it—we want to talk.
As Customer Success scales, building consistent onboarding and lifecycle processes becomes essential to delivering a great customer experience and protecting retention. Establishing structured health scoring, clear renewal workflows, and visibility into the post-sale funnel gives CS teams the insight they need to stay ahead of risk—and gives leadership the confidence to plan proactively.
This role builds the operational foundation that makes CS proactive instead of reactive. You'll create the systems and processes that give CS teams clarity on what to do, when to do it, and how to measure whether it's working.
What You'll Do
Onboarding Operations – Design and manage standardized onboarding workflows that reduce time-to-value, ensure consistency across customers, and create a repeatable, measurable experience from contract sign to go-live.
Client Health Scoring – Build and maintain customer health scoring models that give CS teams early warning on churn risk and actionable signals for expansion—integrating product usage, engagement, and CRM data.
Retention & Expansion Workflows – Own the operational processes for renewal and expansion, including pipeline tracking, playbook documentation, and the CRM workflows that ensure nothing falls through the cracks.
CS Reporting & Analytics – Build and maintain the dashboards and reports that give CS leadership visibility into retention performance, customer health, and team efficiency—supporting both operational decisions and executive reporting.
Lifecycle Process Design – Map and optimize the full customer lifecycle—from onboarding through adoption, renewal, and expansion—identifying friction points and building solutions that scale.
Churn Risk Reduction – Partner with CS leaders to identify at-risk customers early and design the interventions, escalation paths, and playbooks that protect retention.
Cross-Functional Partnership – Work closely with Sales, RevOps, and Systems teams to ensure post-sale processes are connected to pre-sale data and that CRM reflects the reality of the customer relationship.
Who You Are
5+ years in Customer Success Operations, Revenue Operations, or a similar post-sale operational role at a B2B SaaS company
Strong understanding of the customer lifecycle and the operational levers that drive retention and expansion
Hands-on experience with CRM platforms (Salesforce strongly preferred) and CS tooling (Gainsight, ChurnZero, Totango, or similar)
Analytical mindset—comfortable building health scoring models, interpreting retention data, and translating findings into operational recommendations
Process-oriented with strong documentation skills and a track record of getting processes to actually stick
Strong stakeholder management and cross-functional collaboration skills
Comfortable with ambiguity and energized by building systems from scratch
Our Benefits
In addition, for salaried positions you would also be eligible for:
Medical, Dental, and Vision plans
Flexible Spending/Health Savings Accounts
Flexible PTO
401(k) + Company Match
Life Insurance, Pet insurance, and more
Our Company
We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work.
Sound like a good fit? We’d love to meet you.
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