Enterprise Customer Success Manager (CSM)

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