Client Success Strategy & Operations Lead

Responsibilities

• Develops, documents, and maintains SOPs for day-to-day Salesforce use across the CS team, in partnership with CS leaders.
• Owes the roadmap for evolving Salesforce configuration to better support CS workflows, reporting, and data integrity.
• Serves as the connective tissue between CS leadership and the technical teams responsible for building and maintaining the Salesforce environment.
• Maintains Planhat as the CS platform of record, ensuring data accuracy, platform health, and alignment to team needs.
• Drives platform enhancements and new capabilities in partnership with CS leaders to ensure Planhat evolves with business requirements.
• Owns the client health score framework, including signal design, weighting logic, and ongoing refinement as the model matures.
• Leads the strategy and design of the CS reporting infrastructure, with a focus on surfacing the right data for the right audiences.
• Designs and builds dashboards within Planhat and Salesforce for individual CSM and TAM performance views as well as executive-level health and outcome summaries.
• Pairs with CS leaders to define the evaluation metrics that anchor each dashboard, ensuring reporting evolves alongside business priorities.
• Maintains a reporting roadmap that anticipates evolving CS needs proactively rather than responding to ad hoc requests.
• Owns the documentation and operational execution of the client journey framework, ensuring every lifecycle stage is clearly mapped, consistently delivered, and regularly reviewed.
• Partners with stakeholders across CS, Product, Revenue, Engineering, Marketing, and PS to align on journey touchpoints and surface gaps.
• Drives continuous improvement of journey execution based on performance data, client feedback, and operational signals.
• Leads the coordination of the Client Portal from strategy through day-to-day execution, ensuring it remains a high-value resource for clients.
• Owns the day-to-day development and management of the client community as a key channel for engagement, self-service, and long-term relationship building at scale.
• Partners with the Chief of Staff, Manager, Client Success Management (Scaled), and Marketing on content, governance, and growth strategy for the community.
• Ensures the community is well-maintained, actively moderated, and consistently delivering value to members.
• Owes the client satisfaction survey strategy, including design, timing, distribution, and internal action on results.
• Pairs with CS leaders on the intersection of transactional surveys and CSAT to surface actionable client insights.
• Closes the loop between client feedback and internal teams to ensure insights drive meaningful change.
• Coordinates cross-functionally to support the planning and execution of the annual Elevate client conference.
• Owes operational workstreams that ensure Elevate runs smoothly, from logistics to content coordination.
• Maintains a holistic view of the CS tool landscape, ensuring the tech stack is fit for purpose, well-integrated, and free of redundancy.
• Leads evaluation of new tools and drives rationalization decisions in partnership with CS leadership and Service Operations.
• Owns the internal CS playbook, runbooks, and enablement resources, ensuring the team has a single, trusted source of truth for how work gets done.
• Keeps documentation current as processes evolve and ensures new team members can onboard efficiently and confidently.
• Partners with the Chief of Staff to identify, evaluate, and prioritize opportunities where AI can meaningfully improve the client experience.
• Translates AI opportunities into practical use cases with clear business rationale, working cross-functionally to move from idea to structured initiative.
• Stays current on AI tooling and emerging capabilities relevant to CS, bringing a forward-looking perspective to how Origami Risk evolves its client engagement model.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, Finance, or a related field; or equivalent practical experience.
• 5+ years of experience in CS Strategy & Programs, CS Operations, Revenue Operations, or a closely related function within a SaaS environment.
• Hands-on experience with Salesforce, including shaping how others use it through SOPs and workflow design.
• Experience with a CS platform such as Planhat, Gainsight, or ChurnZero.
• Proven track record of owning complex, cross-functional projects from initiation through completion.
• Data literacy, with the ability to build and interpret dashboards in Salesforce, Planhat, or BI tools.
• Experience leading change management efforts and rolling out new processes and tools across a team.
• Structured project management experience — PMP, Scrum, or equivalent demonstrated capability preferred.
• Strong communication skills, with the ability to translate operational complexity into clear direction for both technical and non-technical stakeholders.
• Ability to work effectively as an individual contributor while influencing outcomes across teams without direct authority.
• High level of organization and attention to detail, with the ability to manage multiple priorities in a fast-paced, evolving environment.