Founding Success Operations Lead

About The Role

Marble partners directly with schools to ensure students get timely, effective mental health care. As we expand into new states and deepen our footprint with existing partners, our success depends on strong, trusted relationships with school leaders and counselors.

We are hiring a Founding Success Operations Lead to own a portfolio of school partnerships while building the operational systems and processes needed to scale this function. This role will foster deep, long-term relationships with school counselors on the ground and ensure reliable, timely, and thoughtful support for their questions and concerns.

Beyond partnership ownership, you will design and run experiments to understand what drives adoption, engagement, and retention across diverse school contexts. You'll translate insights into repeatable playbooks, processes, and operating rhythms that allow this function to scale efficiently. You'll use data, structured thinking, and qualitative insights to test approaches, evaluate outcomes, and build an impact-oriented, data-driven Success motion designed to provide human-centric support to counselors.

This is not a traditional B2B SaaS Customer Success role. You'll operate within a complex, human-centered system involving schools, clinicians, families, and internal teams (Ops, Product, Growth, Clinical), where judgment, prioritization, and operational rigor matter more than standard Customer Success playbooks.

You'll work closely with leadership to translate ambiguous problems into clear hypotheses, measurable experiments, and practical execution. If you enjoy combining analytical rigor, operational excellence, and empathetic relationship-building - and want to help build a function at a high-growth startup from scratch - this role is for you.

What You'll Do

• Own a portfolio of school partnerships end-to-end: Act as the primary point of contact for school counselors, ensuring consistent, high-quality delivery. You'll deeply understand each school's context, coordinate internally to resolve issues, and be accountable for outcomes across your portfolio
• Build an efficient, repeatable School Success motion: Design and run experiments to understand what drives adoption, engagement, and expansion across schools - directly impacting revenue growth. You'll translate ambiguous questions into clear hypotheses and metrics, and turn learnings into repeatable playbooks
• Create the operational foundation to scale: Help design the workflows, tools, and operating cadence that allow the team to support more schools without sacrificing quality. Your work will balance near-term execution with building systems that allow future growth

Qualifications

Must have

• 3-5 years of total professional experience, operating effectively in fast-pace environments; ideally including some combination of startup experience, client-facing work (Sales, AM, Consulting), and demonstrated analytical rigor
• High EQ with the ability to quickly build trust, understand stakeholder context, and communicate clearly in high-volume, relationship-driven environments
• Proven ability to own ambiguous work streams end-to-end and translate goals into execution through data, experimentation, clear communication, and iteration
• Strong analytical skills, with experience using metrics to diagnose performance, identify risks and opportunities, and inform decisions
• Based in New York or willing to re-locate - we work from our SoHo office 3 days per week

Nice to have

• Experience in Customer Success within mental health, education, healthcare, or other human-centered services
• Comfort working with CRMs or account management tooling
• Experience designing success motions, building playbooks, and owning retention and/or expansion revenue

Marble Traits

• Scrappy executor:
  You do whatever it takes to keep schools active - from running impromptu workshops to persistently following up when things stall
• Comfortable with ambiguity:
  You can make sense of messy data and unclear situations to get to root causes and move things forward
• Structured, analytical thinker:
  You design experiments from ground-level insights, measure impact, and turn messy processes into scalable workflows and programs
• Clear, influential communicator:
  You communicate effectively with busy school partners to get buy-in and influence without authority, while collaborating cross-functionally to drive results
• Empathetic and customer-obsessed:
  You understand counselors' day-to-day realities and use that insight to design effective touchpoints and navigate tough conversations with clarity and grace

Compensation

Our compensation is based on experience, and can range from $140k to $170k annual, as well as company equity.