Vice President of Customer Success

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Requirements:

• 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.

Responsibilities:

• 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.