OverviewThe 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 at scale. This 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.
Starting base pay for this role is between $128,000 and $160,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).
Responsibilities
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 workstreams 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 suspicious activities, report security or privacy incidents, and handle information in accordance with data classification and protection requirements. The role's risk level (low/moderate/high) is defined based on system and data access.
- Other duties as assigned.
Qualifications
- Bachelor's degree in Business Administration, Information Systems, Finance, or a related field; or equivalent practical experience.
- 5+ years of experience in CS Strategy & Programs, CS Operations, Revenue Operations, or a closely related function within a SaaS environment.
- Hands-on experience with Salesforce, including shaping how others use it through SOPs and workflow design.
- Experience with a CS platform such as Planhat, Gainsight, or ChurnZero.
- Proven track record of owning complex, cross-functional projects from initiation through completion.
- Data literacy, with the ability to build and interpret dashboards in Salesforce, Planhat, or BI tools.
- Experience leading change management efforts and rolling out new processes and tools across a team.
- Structured project management experience — PMP, Scrum, or equivalent demonstrated capability preferred.
- Strong communication skills, with the ability to translate operational complexity into clear direction for both technical and non-technical stakeholders.
- Ability to work effectively as an individual contributor while influencing outcomes across teams without direct authority.
- High level of organization and attention to detail, with the ability to manage multiple priorities in a fast-paced, evolving environment.
Benefits
- Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
- Paid Time Off – Flexible options plus 10 paid company holidays where available**
- All full-time positions are hybrid, with many eligible to be completely remote
- Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
- Generous family leave options—including adoption and foster care placements
- Pre-Tax Savings Accounts – Flexible Spending Account, Health Savings Account, Commuter Benefits, Dependent Care Savings Account
- Retirement Savings – 401(k) with company match up to 4%
- Employee Assistance Program (EAP) – Confidential & Free support offered to colleagues facing personal or work-related complications
- Education Assistance Program – to help colleagues pursue industry/role-specific certifications
- Wellness Benefits – reimbursement program to invest in healthy habits as well as support better colleague productivity and stress management
- Additional coverages available – Pet Insurance, Critical Illness Insurance, and Voluntary Life & AD&D coverage
**Flexible PTO not available in California or the UK
