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 s 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.

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 work streams 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 free of redundancy.

Leads evaluation of new tools and drives rationalization decisions in partnership with CS leadership and Service Operations.

Owns the internal CS playbook, runbooks, and enablement resources, ensuring the team has a single, trusted source of truth for how work gets done.

Keeps documentation current as processes evolve and ensures new team members can onboard efficiently and confidently.

AI & Client Experience Innovation

Partners with the Chief of Staff to identify, evaluate, and prioritize opportunities where AI can meaningfully improve the client experience

Translates AI opportunities into practical use cases with clear business rationale, working cross-functionally to move from idea to structured initiative.

Stays current on AI tooling and emerging capabilities relevant to CS, bringing a forward-looking perspective to how Origami Risk evolves its client engagement model.

Other Responsibilities:

This role requires a foundational understanding of security and privacy responsibilities and applicable standards such as NIST 800-53, ISO/IEC 27001, and SOC 2. They are expected to follow Origami Risk policies regarding information protection, security protocols, complete mandatory training, report…