Client Success Strategy & Operations Lead

Accountabilities

• Oversight of operational infrastructure, programs, and strategic initiatives that enable client success teams to deliver exceptional experiences at scale.
• Strong ownership, analytical capabilities, and the ability to influence cross-functional teams while driving operational maturity.
• Develop, document, and improve operational processes and standard operating procedures supporting client success teams.
• Manage the evolution of customer relationship management platforms, ensuring workflows, configurations, and reporting capabilities align with business needs.
• Maintain customer success platforms as sources of accurate data, improving platform health, adoption, and functionality.
• Own client health score frameworks, including data signals, scoring methodologies, and continuous improvement strategies.
• Create performance reporting for client-facing teams and executive stakeholders, ensuring metrics align with business objectives.
• Lead the design and development of reporting infrastructure, dashboards, and analytics tools to provide actionable insights.
• Own client journey frameworks, ensuring lifecycle stages are clearly defined, consistently executed, and continuously optimized.
• Collaborate with teams across product, engineering, marketing, revenue, and professional services to improve customer experiences.
• Manage client portal and community initiatives to increase engagement, self-service capabilities, and relationship growth.
• Lead customer feedback programs, including survey strategy, analysis, and translating insights into improvements.
• Support planning and execution of customer events and strategic engagement initiatives.
• Evaluate and optimize the client success technology ecosystem, ensuring tools are integrated, efficient, and scalable.
• Maintain internal playbooks, documentation, and enablement resources to support team effectiveness and onboarding.
• Identify and prioritize opportunities where AI and emerging technologies can enhance customer engagement and operational efficiency.
• Promote strong security and privacy practices by following applicable information protection standards and organizational policies.

  Requirements

  • Experience in customer success operations, SaaS strategy, business operations, and technology-enabled process improvement.
  • Hands-on experience managing and improving Salesforce workflows, processes, and user adoption.
  • Experience working with customer success platforms such as Planhat, Gainsight, ChurnZero, or similar tools.
  • Proven ability to lead complex cross-functional projects from strategy through execution.
  • Strong analytical skills with experience building and interpreting dashboards, reports, and operational metrics.
  • Experience implementing new processes, tools, and change management initiatives.
  • Structured project management experience, with PMP, Scrum, or equivalent experience preferred.
  • Ability to translate complex operational challenges into clear strategies and actionable plans.
  • Strong communication skills with the ability to collaborate effectively with technical and non-technical stakeholders.
  • Ability to influence outcomes across teams without direct authority.
  • Exceptional organization, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
  • Understanding of security and privacy principles, including familiarity with standards such as NIST 800-53, ISO/IEC 27001, and SOC 2, is beneficial.

    Benefits

    • Competitive annual base salary range of $128,000 - $160,000, with final compensation based on experience, skills, location, and business needs.
    • Eligibility for performance-based bonus opportunities.
    • Medical, dental, and vision insurance coverage.
    • Flexible paid time off options and company holidays.
    • Remote work flexibility, with many roles eligible for fully remote arrangements.
    • Fully covered vision, short-term disability, long-term disability, and basic life insurance.
    • Generous family leave benefits, including adoption and foster care support.
    • Pre-tax savings programs, including healthcare, dependent care, and commuter accounts.
    • 401(k) retirement plan with company matching contributions.
    • Employee Assistance Program offering confidential personal and professional support.
    • Education assistance programs for certifications and professional development.
    • Wellness reimbursement programs supporting health and productivity.
    • Additional insurance options, including pet insurance and voluntary coverage plans.
    • Opportunity to work in a collaborative environment focused on innovation, technology, and customer impact.