Client Success Strategy & Operations Lead

Overview

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. This role operationalizes the CS organization by ensuring that key platforms, reporting infrastructure, client journey frameworks, and strategic programs are functioning effectively, evolving with business needs, and delivering measurable value.

 

Starting base pay for this role is between $128,000 and $160,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).

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.
• Owns the client health score framework, including signal design, weighting logic, and ongoing refinement as the model matures.

 

Reporting, Dashboards & Data Visualization

• 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.
• Partners 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

• 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.

 

Client Satisfaction & Feedback Programs

• Owns the client satisfaction survey strategy, including design, timing, distribution, and internal action on results.
• Partners 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