Client Success Strategy – Operations Lead

🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $128k - $160k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Origami Risk

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

🏥 Healthcare

🏗️ Construction

📦 Logistics

💰 Private Equity Round on 2018-03

Healthcare • Construction • Logistics

Origami Risk is a comprehensive software platform that simplifies and enhances risk management and insurance processes. It provides tools for data integration, automating workflows, and facilitating collaboration across various sectors such as healthcare, manufacturing, and construction. Origami Risk supports organizations in improving their safety programs, claims administration, policy management, and compliance with governance requirements, ensuring a tailored approach to risk management.

📋 Description

• Serve as the operational backbone of the Client Success and Technical Account Management organizations • Develop, document, and maintain Salesforce SOPs and own the Salesforce evolution roadmap • Act as the link between Client Success leadership and technical Salesforce teams • Maintain Planhat as the Client Success platform of record and drive platform enhancements • Own and refine the client health score framework • Lead the strategy and design of Client Success reporting infrastructure • Build dashboards in Planhat and Salesforce for CSM, TAM, and executive performance and health views • Define dashboard evaluation metrics with Client Success leaders and maintain a proactive reporting roadmap • Own documentation and operational execution of the client journey framework • Align client journey touchpoints across Client Success, Product, Revenue, Engineering, Marketing, and Professional Services • Drive continuous improvement using performance data, client feedback, and operational signals • Coordinate the Client Portal from strategy through day-to-day execution • Develop and manage the client community for engagement, self-service, and relationship building • Partner with the Chief of Staff, Scaled Client Success Management, and Marketing on community content, governance, and growth • Maintain active moderation and value delivery within the community • Own client satisfaction survey strategy and connect feedback to internal action • Coordinate cross-functionally on planning and execution of the annual Elevate client conference • Own Elevate operational workstreams, including logistics and content coordination • Maintain a holistic view of the Client Success tool landscape and lead tool evaluation and rationalization • Own the internal Client Success playbook, runbooks, and enablement resources • Keep documentation current and support efficient onboarding • Identify, evaluate, and prioritize AI opportunities to improve client experience • Translate AI opportunities into practical use cases and structured cross-functional initiatives • Stay current on AI tooling and emerging capabilities relevant to Client Success • Perform other duties as assigned

🎯 Requirements

• 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 and 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 for translating operational complexity into clear direction for technical and non-technical stakeholders • Ability to work effectively as an individual contributor while influencing outcomes across teams without direct authority • High organization and attention to detail; ability to manage multiple priorities in a fast-paced, evolving environment • Foundational understanding of security and privacy responsibilities and standards such as NIST 800-53, ISO/IEC 27001, and SOC 2 • Ability to follow information protection and security protocols, complete mandatory training, report suspicious activities and security or privacy incidents, and handle information according to classification and protection requirements

🏖️ Benefits

• Bonus eligibility • Medical and dental coverage for employees, dependents, domestic partners, and spouses • Paid time off with flexible options • 10 paid company holidays where available • Vision insurance • Short- and long-term disability insurance • Basic life insurance • Generous family leave, including adoption and foster care placements • Flexible Spending Account • Health Savings Account • Commuter Benefits • Dependent Care Savings Account • 401(k) with company match up to 4% • Employee Assistance Program (EAP) • Education Assistance Program for industry/role-specific certifications • Wellness reimbursement program • Pet Insurance • Critical Illness Insurance • Voluntary Life & AD&D coverage • Many full-time positions eligible to be completely remote • Flexible PTO not available in California or the UK