Client Success Strategy & Operations Lead

About the role

The Lead, Client Success Strategy & Programs serves as the operational backbone of the Client Success (CS) and Technical Account Management (TAM) organizations, owning the systems, platforms, and programs that enable teams to deliver exceptional client experiences at scale.

Responsibilities

• Salesforce Operations & Evolution
• Develops, documents, and maintains SOPs for day-to-day Salesforce use across the CS team, in partnership with CS leaders.
• Owns 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.
• CS Platform Administration
• 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.
• Owes the client health score framework, including signal design, weighting logic, and ongoing refinement as the model matures.
• Reporting, Dashboards & Data Visualization
• Led 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.
• Client Journey Orchestration
• 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.
• Client Portal & Community
• 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.
• Client Satisfaction & Feedback Programs
• 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.
• Elevate Conference Coordination
• Coordinates cross-functionally to support the planning and execution of the annual Elevate client conference.
• Owns operational workstreams that ensure Elevate runs smoothly, from logistics to content coordination.
• CS Tech Stack & Knowledge Management
• 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.
• Owes 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.
• AI & Client Experience Innovation
• 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.

Benefits

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses.
• Paid Time Off – Flexible options plus 10 paid company holidays where available.
• All full-time positions are hybrid, with many eligible to be completely remote.
• Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance.
• Generous family leave options—including adoption and foster care placements.
• Retirement Savings – 401(k) with company match up to 4%.
• Education Assistance Program – to help colleagues pursue industry/role-specific certifications.
• Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management.
• Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage.
• Flexible PTO not available in California or the UK.