Customer Success Lead (US Healthcare)

• Directly manage, support, and mentor a team of Customer Success Specialists, including but not limited to monitoring attendance and daily performance; facilitating onboarding and ongoing training; providing regular coaching and feedback; distributing and prioritizing workload; addressing team concerns and issues; and reporting on individual and team performance, outcomes, and progress.
  
• Hold CSS accountable for established performance standards and team -based metrics, and be measured on the achievement of those metrics.
  
• Partner and collaborate with all internal and client -facing teams to ensure a seamless, consistent, and high -quality patient journey.
  
• Organize, prioritize, and manage workload effectively while maintaining punctuality and preparedness for all scheduled meetings and deliverables.
  
• Demonstrate strong organizational skills, self -motivation, problem -solving abilities, and consistent follow -through on assigned responsibilities.
  
• Define, implement, and continuously refine performance measurement systems to support operational excellence and team effectiveness.
  
• Support and actively participate in all aspects of client program delivery, including proactive communication, issue identification, issue resolution, and timely reporting.
  
• Effectively multi -task and problem -solve in a fast -paced environment while managing competing priorities.
  
• Complete all tasks with a high level of attention to detail, a sense of urgency, and clear, effective communication to keep clients informed of relevant updates and developments.
  
• Manage client expectations by maintaining a thorough understanding of client agreements and ensuring OpenLoop services align with contractual obligations.
  
• Enter accurate, complete, and timely updates in internal support systems ensuring data accuracy, integrity, and security compliance.
  
• Collaborate cross -functionally with OpenLoop teams, including Clinical, Non -Clinical Patient Support, and Customer Success, to support program and client success.
  
• Gather and assess complex client needs and coordinate appropriate internal resources to support client's care delivery systems.
  
• Continuously evaluate and improve existing processes to enhance service delivery, product offerings, and operational efficiency.
  
• Identify operational gaps and provide training and guidance to internal teams on requirements necessary to effectively deliver services.
  
• Ensure technical workflows remain effective and efficient, and proactively identify, document, and escalate issues when systems or processes are not functioning as intended.
  
• Demonstrate strong written and verbal communication skills in all internal and external interactions.
  

Requirements

Experience & Education

• Leadership Experience: Proven track record of managing and developing teams in a fast -paced environment (Customer Success, Healthcare, or Operations preferred).
  

• Industry Knowledge: Familiarity with patient journeys, clinical workflows, or healthcare service delivery is a significant plus.
  

• Work Setup: Able to start by February 27, 2026. Must be amenable to a Hybrid setup in BGC (at least 2x weekly) and willing to work shifting night hours between 8:00 PM – 8:00 AM PHT.
  

Technical & Functional Skills

• Performance Analytics: Ability to implement measurement systems and interpret metrics to drive team performance.
  

• Project Management: Strong organizational skills with the ability to manage competing priorities and meet tight deadlines.
  

• Systems Proficiency: Experience working with internal support tools, CRMs, and ticketing systems with high attention to data accuracy.
  

Core Competencies

• Communication: Exceptional written and verbal communication skills for both internal teaam -building and external client relations.
  

• Problem -Solving: A self -motivated approach to identifying operational gaps and creating scalable solutions.
  

• Adaptability: The ability to multi -task and maintain a sense of urgency in a rapidly changing environment.
  

• Attention to Detail: Meticulous follow -through on deliverables and a commitment to maintaining high -quality standards.
  

Benefits