Customer Success Lead

OpenLoop Health — Customer Success Lead People Leadership & Team Management

• Direct Supervision: Manage, support, and mentor a team of Customer Success Specialists (CSS), covering daily performance monitoring, attendance tracking, workload distribution, and team concern resolution.
• Onboarding & Coaching: Facilitate onboarding, lead ongoing training initiatives, and provide structured coaching and feedback.
• Performance Accountability: Hold team members accountable to established performance standards and metrics, with direct accountability for team outcomes and progress.

Client Management & Operations

• Program Delivery: Drive end-to-end client program delivery through proactive communication, swift issue resolution, and timely reporting.
• Contractual Alignment: Manage client expectations by maintaining a deep understanding of client agreements and aligning services with contractual obligations.
• Needs Assessment: Gather complex client requirements and coordinate internal resources to support client care delivery systems.
• Communication & Detail: Execute tasks with a high sense of urgency, strong attention to detail, and clear written/verbal updates for external and internal stakeholders.

Process Improvement & Strategy

• Performance Systems: Define, implement, and refine performance measurement systems to enhance operational excellence.
• Workflow Optimization: Continuously evaluate existing processes, identify operational gaps, and optimize technical workflows to boost service delivery efficiency.
• Internal Guidance: Provide targeted training and guidance to internal teams on operational requirements necessary for seamless service execution.

Cross-Functional Collaboration & Quality

• Seamless Patient Journey: Partner with clinical and non-clinical teams to guarantee a consistent, high-quality patient journey.
• Cross-Departmental Synergy: Collaborate across Clinical, Non-Clinical Patient Support, and Customer Success departments to support client accounts.
• Data Integrity & Compliance: Maintain complete, accurate, and timely updates within internal systems while ensuring strict data security compliance.
• Technical Issue Escalation: Proactively identify, document, and escalate technical or systemic issues when tools fail to perform as intended.