Senior Lead, Strategy & Operations

Responsibilities

• Be the right-hand to the Client Success leadership team, addressing their various strategic and operational needs.
• Shape and directly implement the Client Success strategy & design, including establishing growth targets, segmenting our client base, designing and managing books of business, setting quotas, and developing cross-functional plans that ensure we achieve those targets.
• Establish OKRs and KPIs; monitor and report on them regularly; and ensure the CS team can easily access and take action on these metrics.
• Stand up the Client Success operating cadence to manage upsell and renewals pipeline, flag risks, devise countermeasures to those risks, and forecast accurately.
• Build a customer health score/model with qualitative and quantitative inputs from a variety of complex sources that identify whitespace and churn risk.
• Project‑manage a variety of cross‑functional initiatives that level‑up the Client Success organization by partnering with others in Strategy & Operations along with Sales, Marketing, Network, and technology teams.
• Work closely with leadership to collect business requirements for Salesforce and other data to capture, ensuring these solutions are implemented successfully by your GTM Systems teammates.

• 5+ years of relevant professional experience
• Deep analytical skills with high attention to detail
• Strategic thinking and ability to articulate long‑term value creation, not just operational discipline
• Supreme organization, coupled with persistence to keep following up until things are done and proactively communicate progress
• Gritty, hard working, and able to operate in a dynamic, high‑growth environment
• Excellent problem‑solving skills and structured thinking when the problem at hand is ambiguous
• 3+ years of experience in investment banking or management consulting background (bonus if you have)
• Experience in healthcare or employer benefits (bonus if you have)
• Demonstrated experience in business operations or Client Success (bonus if you have)
• Demonstrated ability to leverage AI to streamline and improve workflows (bonus if you have)

Demonstrates strong analytical skills and strategic thinking to shape and implement Client Success strategies, establish growth targets, and monitor key performance indicators. Proven ability to manage cross‑functional initiatives and leverage data‑driven insights to enhance customer health and operational efficiency.