[Hiring] Enterprise Customer Success Manager @Opencall

Role Description

As an Enterprise CSM at OpenCall, you are the strategic bridge between our largest multi-location healthcare partners and our engineering/prompt teams. You aren't just doing check-in calls and sending NPS surveys; you are actively managing complex phased onboardings, navigating corporate healthcare politics, understanding the intricacies of enterprise medical scheduling, and driving product adoption at scale.

You will own the post-sales lifecycle for our most valuable accounts. When a massive multi-location group signs on, you will guide their corporate and local teams through a phased deployment, ensuring that standard operational rules and unique local practice quirks are perfectly translated into our system. You will hunt for expansion opportunities across their portfolio and work directly with our Agent Developers to push automation rates higher and drive up booking numbers across the entire enterprise.

Responsibilities

• Own the enterprise lifecycle:
  • Manage the complex onboarding, adoption, and retention of our largest medical and dental group partners.
  • You are their primary strategic advisor and point of contact.
• Enterprise workflow translation:
  • Work with corporate practice administrators and local office managers to understand their specific operational rules, edge cases, and multi-system EHR/PMS integrations.
  • Ensure our deployment team configures an optimal agent that scales.
• Data-driven optimization at scale:
  • Review real call data and metrics across multiple locations.
  • Flag issues with objection-handling flows and coordinate fixes with our engineering team.
• Drive retention and enterprise expansion:
  • Prove the ROI of OpenCall every single month.
  • Run monthly and quarterly Executive Business Reviews grounded in hard data: calls handled, hours saved, and appointments booked.
• Feedback loop:
  • Act as the strategic voice of the enterprise customer to our product and engineering teams.
  • Help prioritize high-impact feature requests and flag drift or friction in live deployments.

Qualifications

• You've managed enterprise accounts and complex onboardings before.
• 6+ years of experience as a CSM in a B2B SaaS or Health Tech company.
• Proven track record of managing high-value, multi-location accounts.
• Analytical and empirical mindset.
• Deep empathy mixed with operational rigor.
• Exceptional communication skills.
• Problem-solving mindset.

Preferred Qualifications

• Prior direct experience in healthcare operations, or specialized experience with contact center and telephony technology (CCaaS).
• Experience managing Dental Support Organizations (DSOs) or Dental Partnership Organizations (DPOs).
• Familiarity with HubSpot or a similar CRM.
• Familiarity with enterprise medical/dental scheduling software and workflows.
• Experience working alongside technical teams (engineers, product managers, or AI developers).
• Prior demonstrated experience and success working with US companies during US business hours.