Director of Customer Success- Growth

About the Role

OpenLoop is looking for a Director of Customer Success - Growth to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for driving retention and expansion for our mid-market client segment ($25K-$100K ARR), focusing on standardized implementation processes, efficient onboarding, and scalable success methodologies. This role balances high-quality customer outcomes with operational efficiency to support rapid customer base growth.

What You'll Do

• Own Gross Revenue Retention (GRR) targets of 95%+ and expansion revenue goals.
• Design standardized onboarding and adoption processes that scale efficiently across client tiers.
• Implement tiered service levels based on account value and growth potential.
• Establish clear processes for account assignment, workload management, and performance standards.
• Conduct regular one-on-ones, team meetings, and performance coaching sessions.
• Design and deliver training programs on efficiency, time management, and digital engagement strategies.
• Build and maintain customer success playbooks and automation-first engagement flows for growth segments.
• Develop automated touchpoint sequences and leverage tools like Zoho Flow, Twilio, and Amazon Connect to drive digital engagement at scale.
• Implement self-service resources and customer education programs that integrate with CRM and support systems.
• Design efficient escalation paths for technical issues and expansion opportunities.
• Collaborate with Product on feature adoption strategies and user experience improvements.
• Partner with Marketing on customer education content, webinars, and campaigns.
• Work with Sales on lead qualification criteria and expansion handoff processes.
• Coordinate with Implementation on streamlined onboarding workflows.
• Create dashboards and reporting for segment performance and individual CSM metrics.
• Conduct cohort analyses to optimize onboarding and retention strategies.
• Other duties as assigned.

Who You Are

• Bachelor’s degree in Business, Marketing, Operations, Information Systems, or related field.
• 5+ years in customer success, account management, or operations roles.
• 3+ years of team leadership experience in high-velocity customer environments.
• 2+ years in healthcare technology or SaaS companies.
• Proven track record of building scalable, systems-driven customer success processes.
• Familiarity with customer success automation platforms, workflow tools, and communication systems (Zoho suite, Twilio, Amazon Connect/SES, Zapier, etc.).
• Strong analytical skills with experience in data-driven decision making (dashboards, cohort analysis, forecasting).
• Experience managing remote or hybrid teams with strong collaboration skills.
• Hungry to optimize, improve, and scale customer success operations in a fast-moving startup environment.