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.

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.

Director of Customer Success, Brick & Mortar

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