Client Success Operations Lead

Job Summary

Leading the operational backbone of the Client Success and Technical Account Management organizations, the full-time Client Success Strategy & Operations Lead will manage Salesforce operations, oversee platform administration, and drive reporting and client journey orchestration remotely.

Key Responsibilities

• Develop and maintain standard operating procedures for Salesforce use and manage its configuration to support workflows and data integrity
• Lead the design and strategy of the client success reporting infrastructure, creating dashboards and defining evaluation metrics
• Own the documentation and execution of the client journey framework, ensuring alignment across teams and continuous improvement based on performance data

Required Qualifications

• Bachelor's degree in Business Administration, Information Systems, Finance, or a related field; or equivalent practical experience
• 5+ years of experience in Client Success Strategy & Programs, Client Success Operations, or Revenue Operations within a SaaS environment
• Hands-on experience with Salesforce and familiarity with client success platforms such as Planhat, Gainsight, or ChurnZero
• Proven track record of managing complex, cross-functional projects from initiation to completion
• Data literacy with the ability to build and interpret dashboards in Salesforce, Planhat, or BI tools