Client Success Strategy – Operations Lead

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the operational foundation for the Client Success and Technical Account Management teams.

• Create, document, and manage Salesforce standard operating procedures (SOPs) while overseeing the Salesforce evolution roadmap.

• Serve as a liaison between Client Success leadership and technical Salesforce teams.

• Keep Planhat as the primary Client Success platform and drive enhancements to it.

• Take ownership of the client health score framework and refine it as necessary.

• Spearhead the strategy and design for Client Success reporting infrastructure.

• Construct dashboards in Planhat and Salesforce to provide performance and health views for CSM, TAM, and executives.

• Establish dashboard evaluation metrics in collaboration with Client Success leaders and maintain a proactive reporting roadmap.

• Manage documentation and operational execution of the client journey framework.

• Ensure alignment of client journey touchpoints across Client Success, Product, Revenue, Engineering, Marketing, and Professional Services.

• Promote continuous improvement through the analysis of performance data, client feedback, and operational signals.

• Oversee the Client Portal from strategy formulation to daily operations.

• Develop and manage the client community to foster engagement, self-service, and relationship building.

• Collaborate with the Chief of Staff, Scaled Client Success Management, and Marketing on community content, governance, and growth initiatives.

• Ensure active moderation and value delivery within the community.

• Lead the client satisfaction survey strategy and connect feedback to internal actions.

• Coordinate cross-functional planning and execution of the annual Elevate client conference.

• Manage Elevate operational workstreams, including logistics and content coordination.

• Maintain a comprehensive view of the Client Success tool landscape and lead tool evaluation and rationalization efforts.

• Take ownership of the internal Client Success playbook, runbooks, and enablement resources.

• Keep documentation up-to-date to facilitate efficient onboarding.

• Identify, assess, and prioritize AI opportunities to enhance the client experience.

• Convert AI opportunities into actionable use cases and structured cross-functional initiatives.

• Stay updated on AI tools and emerging capabilities relevant to Client Success.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's degree in Business Administration, Information Systems, Finance, or a related field; or equivalent practical experience.

• Over 5 years of experience in CS Strategy & Programs, CS Operations, Revenue Operations, or a closely related role within a SaaS environment.

• Practical experience with Salesforce, including shaping its usage through SOPs and workflow design.

• Experience with a Client Success platform such as Planhat, Gainsight, or ChurnZero.

• Proven ability to manage complex, cross-functional projects from initiation to completion.

• Data literacy with the capability to build and interpret dashboards in Salesforce, Planhat, or BI tools.

• Experience leading change management initiatives and implementing new processes and tools across teams.

• Structured project management experience; PMP, Scrum, or equivalent demonstrated capability preferred.

• Excellent communication skills to translate operational complexities into clear directives for both technical and non-technical stakeholders.

• Ability to work effectively as an individual contributor while influencing outcomes across teams without direct authority.

• Strong organizational skills and attention to detail; capable of managing multiple priorities in a fast-paced, dynamic environment.

• Foundational knowledge of security and privacy responsibilities and standards such as NIST 800-53, ISO/IEC 27001, and SOC 2.

• Ability to adhere to information protection and security protocols, complete mandatory training, report suspicious activities and security or privacy incidents, and manage information according to classification and protection requirements.

🏝️ Benefits

• Eligibility for bonuses.

• Medical and dental coverage for employees, dependents, domestic partners, and spouses.

• Paid time off with flexible options available.

• 10 paid company holidays where available.

• Vision insurance.

• Short- and long-term disability insurance.

• Basic life insurance coverage.

• Generous family leave, including for adoption and foster care placements.

• Flexible Spending Account options.

• Health Savings Account availability.

• Commuter Benefits.

• Dependent Care Savings Account options.

• 401(k) plan with company match up to 4%.

• Employee Assistance Program (EAP) offerings.

• Education Assistance Program for industry or role-specific certifications.

• Wellness reimbursement program.

• Pet Insurance available.

• Critical Illness Insurance options.

• Voluntary Life & AD&D coverage.

• Many full-time positions eligible for complete remote work.

• Flexible PTO not available in California or the UK.