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