Client Success Strategy & Operations Lead

About the role

This organization operates in the client success and technical account management space, focusing on delivering scalable and exceptional client experiences. It addresses challenges in managing client relationships and operational efficiency by maintaining and evolving key platforms, reporting systems, and client journey frameworks to align with business needs and deliver measurable value.

The Client Success Strategy & Operations Lead serves as a central figure in operationalizing the client success organization. This role ensures that platforms, reporting infrastructure, and strategic programs are effective and adaptive, enabling teams to provide consistent and high-quality client engagement at scale.

Responsibilities

• Develop, document, and maintain standard operating procedures for Salesforce use within client success.
• Manage the roadmap for Salesforce configuration to support workflows, reporting, and data integrity.
• Act as liaison between client success leadership and technical teams managing Salesforce.
• Maintain Planhat platform health, data accuracy, and alignment with team needs.
• Drive enhancements and capability expansions of Planhat with leadership input.
• Own the client health score framework and refine it over time.
• Lead design and strategy of client success reporting systems and dashboards.
• Partner with leadership to define and evolve evaluation metrics for reporting.
• Maintain proactive reporting roadmap anticipating client success needs.
• Manage documentation and execution of the client journey framework.
• Collaborate across departments to align journey touchpoints and identify gaps.
• Continuously improve journey execution based on data and feedback.
• Coordinate strategy and daily execution of the client portal and community.
• Manage client community content, governance, moderation, and growth.
• Oversee client satisfaction survey strategy and action on feedback.
• Support planning and operation of the annual client conference.
• Maintain oversight of client success technology stack and knowledge resources.
• Lead evaluation and rationalization of tools in partnership with leadership.
• Manage internal playbooks, runbooks, and enablement documentation.
• Identify and prioritize AI opportunities to improve client experience.
• Translate AI initiatives into structured projects, maintaining awareness of emerging technologies.
• Adhere to security and privacy standards relevant to the role.
• Perform other duties as assigned.

Requirements

• Bachelor's degree or equivalent experience.
• Experience with Salesforce and Planhat platforms.
• Strong operational and project management skills.
• Ability to collaborate across multiple teams.
• Knowledge of security standards such as NIST 800-53, ISO/IEC 27001, and SOC 2.

Pay

Starting base pay range is $128,000 to $160,000, dependent on transferable skills, experience, business needs, training, location, and market demands. Eligibility for bonus. Competitive medical, dental, and vision benefits. Wellness reimbursement. Life insurance. 401(k) with company match. Vacation and sick leave benefits under a flexible time off policy in most states.

Benefits

• Medical, dental, and vision insurance.
• Wellness reimbursement.
• Life insurance.
• 401(k) with company match.
• Flexible time off policy.