Reporting to the Director of Commercial Strategy & Operations, the mission of the Senior Lead, Strategy & Operations, Client Success is to partner with CS leadership to help their teams become more effective by running annual planning, measuring performance metrics, observing/listening for operational needs, and reducing admin burden. You will be the right-hand and thought partner to the head of Client Success, holding her accountable to execution and embedding yourself in the team to uncover her strategic and operational needs. You will spearhead capacity modeling/account assignments, set quotas, stand up an operating and forecasting cadence, develop and up-level our processes, and solve problems every day to help us scale. Ultimately, your efforts will directly drive successful client launches, retaining our most strategic clients and client expansion.
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
Requirements:
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
Bonus if you have:
3+ years Investment banking or management consulting background
Experience in healthcare or employer benefits
Demonstrated experience in business operations or Client Success
Demonstrated ability to leverage AI to streamline and improve workflows
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Short & Long Term Disability
Life Insurance
401k with company match
Paid Time Off
Paid Parental Leave
Compensation: $165,000 - $180,000 base pay + annual bonus (depends on location/level/relevant experience)
About You:
You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins.
INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas.
You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear.
You thrive in a Team Environment. Collaboration is key in innovation and creating change.
