Customer Success Specialist

Customer Success Specialist Location: Remote or Des Moines, IA (HQ) Department: Operations Reports To: Director of Customer Success About the Role Open. Loop 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

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

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 Open. Loop Open. Loop 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 | Full. Story | Zoom