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 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 an