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Enterprise Customer Success Manager (CSM)
Full-time
Location
Phillipines/Remote (US hours)
About OpenCall
OpenCall's voice AI handles calls for multi-location medical groups. We're solving a unique challenge: pushing the limits of AI at millisecond performance to have the best human-like customer service experience at enterprise scale. Our AI is faster, cheaper, more powerful, and more reliable than anything else on the market. We let businesses answer the phone and make outbound calls automatically—answering questions, booking appointments, and integrating directly with existing booking software.
We are looking for an Enterprise Customer Success Manager who can take ownership of our largest, most complex customer relationships and ensure our AI agents are delivering measurable, undeniable value across dozens of medical and dental practices.
About the role
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, ensuring our deployment team configures an optimal agent that scales.
Data-driven optimization at scale:
Review real call data and metrics across multiple locations. If a specific objection-handling flow isn't working for a subset of clinics, you are the one who flags it, measures the drop-off in booking rates, and coordinates the fix with our engineering team.
Drive retention and enterprise expansion:
Prove the ROI of OpenCall every single month, enabling the corporate customer to confidently roll out the AI to additional locations. You will 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. You will help prioritize high-impact feature requests and flag drift or friction in live deployments before the customer even notices.
What we're looking for
You've managed enterprise accounts and complex onboardings before.
You have 6+ years of experience as a CSM in a B2B SaaS or Health Tech company, with a proven track record of managing high-value, multi-location accounts.
Analytical and empirical.
You don't just ask customers how they feel; you look at the dashboard. You are comfortable diving into large datasets across multiple locations to justify your strategic recommendations.
Deep empathy mixed with operational rigor.
You stay organized when massive, multi-phase projects are in flight. You understand that in enterprise healthcare workflows, a bad deployment costs real money for real practices, and you know how to manage expectations carefully across both corporate leadership and local front-desk staff.
Exceptional communication.
You can seamlessly translate highly technical AI concepts to a non-technical front-office manager, and then turn around and translate front-office operational chaos into clear requirements for our engineering team. You are comfortable presenting ROI data to C-suite executives.
Problem-solving mindset.
You are proactive. When a large customer is struggling, you don't just log a ticket: you dig in, listen to the failed call recordings, and come to the table with a proposed solution.
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, and you've seen how messy a front desk can get.
Experience working alongside technical teams (engineers, product managers, or AI developers) to iterate on a highly technical product.
Prior demonstrated experience and success working with US companies during US business hours.
