Director of Customer Success, Brick & Mortar

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