[Remote] Revenue Operations Manager, Customer Success

Note: The job is a remote job and is open to candidates in USA. OpenLoop is a telehealth support solutions company focused on delivering care anywhere. They are seeking a Revenue Operations Manager to enhance customer success through designing and executing operational processes, data management, and tooling that improve onboarding and retention outcomes.

Responsibilities

• Onboarding Operations – Design and manage standardized onboarding workflows that reduce time-to-value, ensure consistency across customers, and create a repeatable, measurable experience from contract sign to go-live
• Client Health Scoring – Build and maintain customer health scoring models that give CS teams early warning on churn risk and actionable signals for expansion—integrating product usage, engagement, and CRM data
• Retention & Expansion Workflows – Own the operational processes for renewal and expansion, including pipeline tracking, playbook documentation, and the CRM workflows that ensure nothing falls through the cracks
• CS Reporting & Analytics – Build and maintain the dashboards and reports that give CS leadership visibility into retention performance, customer health, and team efficiency—supporting both operational decisions and executive reporting
• Lifecycle Process Design – Map and optimize the full customer lifecycle—from onboarding through adoption, renewal, and expansion—identifying friction points and building solutions that scale
• Churn Risk Reduction – Partner with CS leaders to identify at-risk customers early and design the interventions, escalation paths, and playbooks that protect retention
• Cross-Functional Partnership – Work closely with Sales, RevOps, and Systems teams to ensure post-sale processes are connected to pre-sale data and that CRM reflects the reality of the customer relationship

Skills

• 5+ years in Customer Success Operations, Revenue Operations, or a similar post-sale operational role at a B2B SaaS company
• Strong understanding of the customer lifecycle and the operational levers that drive retention and expansion
• Hands-on experience with CRM platforms (Salesforce strongly preferred) and CS tooling (Gainsight, ChurnZero, Totango, or similar)
• Analytical mindset—comfortable building health scoring models, interpreting retention data, and translating findings into operational recommendations
• Process-oriented with strong documentation skills and a track record of getting processes to actually stick
• Strong stakeholder management and cross-functional collaboration skills
• Comfortable with ambiguity and energized by building systems from scratch

Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more

Company Overview