Customer Success Lead (Healthcare Account)

Job Description
The Customer Success Lead is responsible for driving operational excellence by managing a team of Customer Success Specialists (CSS) and ensuring the seamless delivery of client programs. This role blends people leadership with process optimization, requiring the Lead to bridge the gap between internal clinical/support teams and the client’s care delivery needs. You will be the primary driver of team accountability, client satisfaction, and the continuous refinement of technical workflows to ensure high-quality patient journeys.

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: 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
Benefits

✔ Great Place to Work-Certified Company

✔ Holistic employee experience

✔ Rewards and incentives

✔ Monthly engagement activities

✔ Career advancement opportunities

✔ Paid referral program