Director of Customer Success, Brick & Mortar

Director of Customer Success, Brick & Mortar ABOUT OPENLOOP OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. About the Role OpenLoop is looking for a Director of Customer Success, Brick & Mortar to join our team remotely. In this role, you will build and lead a net-new Customer Success function focused on education, enablement, and activation for our rapidly scaling B&M vertical. You will design and operationalize the playbook that helps clients understand, adopt, and successfully sell OpenLoop services within their physical locations. While our AI-led platform (DragonFruit) handles technical implementation, you and your team will ensure clients know how to use the platform to drive patient volume. This is a 0-to-1, player-coach leadership role where you will define strategy, build the team, establish KPIs, and partner cross-functionally to support a high-velocity sales motion generating significant daily client volume. What You'll Do - Build and own the B&M Customer Success strategy, focused on client education, enablement, and activation rather than traditional relationship management. - Design and implement the B&M playbook, including welcome calls, onboarding flows, education materials, 1-month activation check-ins, and ongoing volume-driving plays. - Develop client-facing content and education programs, teaching partners how to position, re-sell, and operationalize OpenLoop services within their locations. - Define and operationalize activation and volume-based success metrics (e.g., activation rate, patients seen, volume growth). - Hire, onboard, and lead a team of B&M Customer Success Managers, including training curriculum and performance management. - Act as a player-coach, managing a personal book of clients to stay close to the motion and model best practices. - Partner cross-functionally with: - Sales on handoffs and client expectations - Marketing on enablement materials and channel support - Supply Chain on program readiness - HeyRevia / DragonFruit on platform optimization - Build and manage capacity models, team structure, and reporting dashboards to support a high-volume client onboarding environment. - Continuously test, measure, and iterate on playbooks and processes to improve activation and client performance. Who You Are - 5+ years of experience in Customer Success, onboarding, enablement, or related leadership roles. - Proven experience building teams and processes from scratch in a 0-to-1 or scaling environment. - Experience operating in high-volume, high-velocity environments with strong execution discipline. - Strong content development and communication skills—able to create education materials and enablement content that drive behavior change. - Comfortable with a player-coach model, balancing strategic leadership with hands-on execution. - Highly data-driven, with the ability to define KPIs, build reporting, and use insights to improve outcomes. - Experience in franchise, retail, or distributed workforce models is a plus. - Thrives in fast-growing, ambiguous environments where processes are still being defined. OUR BENEFITS In addition, for salaried positions you would also be eligible for: - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more OUR COMPANY We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound lik ... (truncated, view full listing at source)