Customer Success Specialist

Customer Success Specialist

Location: Remote or Des Moines, IA (HQ)

Department: Operations

Reports To: Director of Customer Success

About the Role

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.

Key Responsibilities

• 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).
  

Requirements

• 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.
  

About OpenLoop

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.

Company Culture

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.

Location & Tech Stack

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