OpenLoop Health

Drive account growth, ensure client ROI, mitigate churn, and manage renewals through strategic relationship management. | Bachelor's degree with 5+ years in Customer Success or Account Management in B2B SaaS, plus knowledge of system integrations and contract negotiation. | 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 an Enterprise Customer Success Manager to join our team remotely or at our HQ in Des Moines, IA. In this role, you will be responsible for collaborating closely with Customer Success leadership and continuously developing the client experience from start to finish, ultimately contributing to relationship retention and growth. What You'll Do Drive Account Growth & Diversification: Proactively identify opportunities to expand OpenLoop’s footprint within your book of business by introducing new products and service lines that align with client goals. Ensure Customer Success & ROI: Partner with clients to define "success" and track key performance indicators (KPIs) to ensure they are realizing maximum value from our solutions. Churn Mitigation: Monitor account health signals and engagement data to proactively identify and resolve risks before they impact retention. Strategic Relationship Management: Act as the primary point of contact for executive stakeholders, moving beyond tactical support to become a trusted advisor. Integration Advocacy: Navigate complex system integrations by understanding how OpenLoop’s infrastructure connects with client workflows, ensuring a seamless data and operational exchange. Lead Renewals & Upsells: Collaborate with Sales and Leadership to manage the end-to-end renewal process and execute expansion contracts. Voice of the Customer: Synthesize client feedback into actionable insights for the Product team to influence the roadmap toward high-growth features. Onboarding & Lifecycle Management: Lead clients through the transition from implementation to "go-live," ensuring a smooth handoff and immediate adoption of key features. Data-Driven Reviews: Conduct regular Business Reviews (QBRs) to analyze program performance, showcase ROI, and plan for future scaling. Who You Are The Strategic Generalist: You have a Bachelor’s degree in Business, Healthcare Administration, or a related field. Proven CSM Track Record: 5+ years of experience in Customer Success or Account Management (B2B SaaS preferred), specifically focused on retention and revenue growth. Integration Savvy: While you don't need to be a developer, you possess a strong mental model of how complex system integrations and APIs work to support business processes. Commercial Mindset: You are comfortable discussing contracts, identifying upsell opportunities, and negotiating renewals. Relationship Architect: You excel at building rapport with both technical users and C-suite executives. Proactive Problem Solver: You don't wait for a client to complain; you use data to spot trends and offer solutions before the client knows they need them. Healthcare/HealthTech Experience: (Bonus) Familiarity with the nuances of healthcare delivery or clinical operations. 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 like a good fit? We’d love to meet you.

Serve as primary expert for employee relations, workplace investigations, and safety compliance, coaching managers and managing workers' compensation and OSHA reporting. | 5+ years HR experience with expertise in workplace investigations, workers' compensation, federal and multi-state employment law, and ability to work in fast-paced environments. | 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’s mission is to bring care anywhere by powering telehealth solutions at scale. The Employee Relations & Safety Lead is the go-to expert for employee relations, workplace investigations, workers’ compensation, and safety across our parent company and subsidiaries. This role spans two interconnected functions: employee relations (investigations, policy, manager coaching) and workplace safety and workers' compensation. You'll sit at the intersection of HR strategy and day-to-day operations handling sensitive ER matters while also owning the programs that keep our workforce safe and protected. What You'll Do Employee Relations Serve as the primary point of contact for employee relations matters including performance management, policy interpretation, workplace conflicts, and accommodations. Lead thorough, timely, and impartial workplace investigations,document findings, and recommend appropriate solutions Coach managers and people leaders on performance management, corrective action, and difficult employee conversations Contribute to developing and deliver ER-focused training for managers on topics including investigations, disciplinary processes, and conflict resolution Track ER trends and metrics to identify risks and recommend proactive solutions Partner with Legal and People leadership to ensure compliance with employment laws and maintain HR policies and practices Contribute to the development and revision of company policies in the employee handbook Workplace Safety & Workers' Compensation Manage the end-to-end workers' compensation process, including intake, claims administration, return-to-work planning, and carrier management Own OSHA recordkeeping, reporting, and safety compliance across multiple states Partner with department leaders to investigate workplace incidents and near-misses, identify root causes, and implement corrective actions Develop and maintain safety policies and training programs Other duties as assigned. Who You Are 5+ years of HR experience with deep expertise in employee relations and,complex workplace investigations Experience managing workers' compensation programs and OSHA compliance Deep knowledge of federal and multi-state employment law and HR compliance Proven ability to coach managers through complex employee situations with sound judgement and discretion Strong investigative instincts — able to ask the right questions, synthesize information objectively, and reach well-reasoned conclusions Demonstrated ability to design and deliver manager training on ER topics Data-oriented: comfortable tracking case metrics and translating trends into actionable recommendations Excellent judgment and discretion; handles sensitive matters with confidentiality and care Clear, confident communicator — written and verbal — across all levels of the organization Comfortable operating in ambiguity and managing multiple cases simultaneously in a fast-moving environment Preferred Qualifications Healthcare, tech, or high-growth startup experience preferred Experience supporting multi-site or multi-entity organizations preferred PHR, SPHR, or related certification a plus 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 like a good fit? We’d love to meet you.

Lead strategy and rollout of unified communications platform integrating multiple channels and AI for patient engagement. | Over 10 years product management in communications or engagement platforms with strong technical skills and healthcare preference. | 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 seeking a Staff Product Manager, Communications to lead the strategy, design, and rollout of a unified communications platform that powers all patient and operational engagement across our ecosystem. As we scale our clinical programs, AI capabilities, and event-driven infrastructure, our communication channels—email, SMS, voice, chat, and AI—must operate through a centralized, configurable platform. You will define that platform, integrate it into our event-driven architecture, and ensure consistent, personalized communication experiences across every patient journey and client deployment. You’ll work closely with Engineering, IT, Operations, Implementations, and AI teams to consolidate communication pathways, introduce standards, and build patient journeys that leverage automated, event-driven messaging. Experience with Amazon Connect or similar platforms is highly preferred. What You'll Do 1. Communications Platform Strategy Platform Vision & Roadmap — Define and own the long-term strategy for a unified communications platform across voice, SMS, email, chat, and AI channels. Build vs. Buy Decisions — Evaluate third-party vendors against custom-built solutions for journey orchestration. Communication Triggers & Events — Define which patient events (appointment booked, prescription shipped, refill due) trigger communications and when. Client Customization Model — Establish which elements are client-configurable (branding, templates, timing, channels) versus standardized. Multi-Tenant Configuration — Design white-label architecture for client-specific branding, templates, and timing preferences. Self-Service Enablement — Deliver tools enabling Implementation and CS teams to configure journeys without engineering involvement. API Requirements — Define how clients can trigger communications from their systems, including access levels, documentation, and integration patterns. 2. Channel Consolidation & Governance Channel Standardization — Align and consolidate communication pathways across Amazon Connect, Twilio, Tellescope, and internal systems. Compliance & Observability — Ensure HIPAA-compliant messaging with full visibility into what was sent, to whom, when, and why. Centralized Visibility (“Single Pane of Glass”) — Develop a unified interface surfacing all patient and operational communications. 3. Patient Journey Design & Automation Journey Definition — Define end-to-end patient journeys across all medical programs. Event Mapping — Map communication triggers to clinical, operational, and behavioral events. Reusable Templates & Workflows — Build scalable, multi-program templates and automation components. 4. Cross-Functional Leadership Cross-Org Collaboration — Work closely with Engineering, IT, Implementations Platform, Operations, and Customer Success. Compliance Partnership — Ensure all messaging adheres to HIPAA/HITRUST standards. Communications Expertise — Serve as the subject matter expert on Amazon Connect or similar enterprise communication platforms. 5. No-Code Configuration & Enablement No-Code Experience — Define UI/UX requirements for modifying journeys and communication logic without engineering. Internal Tools Development — Partner with Engineering to deliver tools for triggers, workflows, templates, routing, and analytics. Required Qualifications 10+ years of PM experience with communications, workflow automation, or engagement platforms. Strong technical acumen with APIs, integrations, and event-driven systems. Experience defining journeys and building automated communication workflows. Proven cross-functional leadership across engineering, operations, clinical, and IT. Strong communication, prioritization, and ownership mindset. Preferred Qualifications Experience with Amazon Connect or similar enterprise communication tools. Experience in healthcare or other regulated industries. Familiarity with HIPAA/HITRUST and secure messaging requirements. Exposure to multi-tenant or client-configurable communication platforms. 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 like a good fit? We’d love to meet you.