Client Success Strategy & Operations Lead in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Success Strategy & Operations Lead based in United States.

This strategic operations role serves as the foundation for scaling client success programs and improving customer experiences across a growing SaaS environment.
The position drives the systems, processes, analytics, and initiatives that enable client-facing teams to operate efficiently and deliver measurable value.
You will own critical platforms, reporting frameworks, client journey strategies, and operational programs that support long-term customer relationships.
Working cross-functionally with business, product, technology, and leadership teams, you will transform insights into scalable solutions.
The role combines operational strategy, project management, data-driven decision-making, and innovation to improve client outcomes.
This is an opportunity to shape how customer success organizations evolve through technology, automation, and continuous improvement.

The Client Success Strategy & Operations Lead will oversee the operational infrastructure, programs, and strategic initiatives that enable client success teams to deliver exceptional experiences at scale. This role requires strong ownership, analytical capabilities, and the ability to influence cross-functional teams while driving operational maturity.

• Develop, document, and improve operational processes and standard operating procedures supporting client success teams.
• Manage the evolution of customer relationship management platforms, ensuring workflows, configurations, and reporting capabilities align with business needs.
• Maintain customer success platforms as sources of accurate data, improving platform health, adoption, and functionality.
• Own client health score frameworks, including data signals, scoring methodologies, and continuous improvement strategies.
• Lead the design and development of reporting infrastructure, dashboards, and analytics tools to provide actionable insights.
• Create performance reporting for client-facing teams and executive stakeholders, ensuring metrics align with business objectives.
• Own client journey frameworks, ensuring lifecycle stages are clearly defined, consistently executed, and continuously optimized.
• Collaborate with teams across product, engineering, marketing, revenue, and professional services to improve customer experiences.
• Manage client portal and community initiatives to increase engagement, self-service capabilities, and relationship growth.
• Lead customer feedback programs, including survey strategy, analysis, and translating insights into improvements.
• Support planning and execution of customer events and strategic engagement initiatives.
• Evaluate and optimize the client success technology ecosystem, ensuring tools are integrated, efficient, and scalable.
• Maintain internal playbooks, documentation, and enablement resources to support team effectiveness and onboarding.
• Identify and prioritize opportunities where AI and emerging technologies can enhance customer engagement and operational efficiency.
• Promote strong security and privacy practices by following applicable information protection standards and organizational policies.

The ideal candidate brings experience in customer success operations, SaaS strategy, business operations, and technology-enabled process improvement. Success in this role requires strong project ownership, data literacy, communication skills, and the ability to drive change across teams.

• Bachelor’s degree in Business Administration, Information Systems, Finance, or a related field, or equivalent practical experience.
• 5+ years of experience in Customer Success Strategy & Operations, Revenue Operations, Business Operations, or a related function within a SaaS environment.
• Hands-on experience managing and improving Salesforce workflows, processes, and user adoption.
• Experience working with customer success platforms such as Planhat, Gainsight, ChurnZero, or similar tools.
• Proven ability to lead complex cross-functional projects from strategy through execution.
• Strong analytical skills with experience building and interpreting dashboards, reports, and operational metrics.
• Experience implementing new processes, tools, and change management initiatives.
• Structured project management experience, with PMP, Scrum, or equivalent experience preferred.
• Ability to translate complex operational challenges into clear strategies and actionable plans.
• Strong communication skills with the ability to collaborate effectively with technical and non-technical stakeholders.
• Ability to influence outcomes across teams without direct authority.
• Exceptional organization, attention to detail, and ability to manage multiple priorities in a fast-paced environment.
• Understanding of security and privacy principles, including familiarity with standards such as NIST 800-53, ISO/IEC 27001, and SOC 2, is beneficial.

• Competitive annual base salary range of $128,000 - $160,000, with final compensation based on experience, skills, location, and business needs.
• Eligibility for performance-based bonus opportunities.
• Medical, dental, and vision insurance coverage.
• Flexible paid time off options and company holidays.
• Remote work flexibility, with many roles eligible for fully remote arrangements.
• Fully covered vision, short-term disability, long-term disability, and basic life insurance.
• Generous family leave benefits, including adoption and foster care support.
• Pre-tax savings programs, including healthcare, dependent care, and commuter accounts.
• 401(k) retirement plan with company matching contributions.
• Employee Assistance Program offering confidential personal and professional support.
• Education assistance programs for certifications and professional development.
• Wellness reimbursement programs supporting health and productivity.
• Additional insurance options, including pet insurance and voluntary coverage plans.
• Opportunity to work in a collaborative environment focused on innovation, technology, and customer impact.