Strategy & Operations Manager, Client Success

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Requirements:

• Bachelor’s degree in a business or related field.
• 4-6 years of experience in Customer Success Operations at a high-growth company. Experience in healthcare or digital health is a plus.
• Excellent Salesforce.com, Excel, and PowerPoint skills.
• Self-directed with high attention to detail.
• Take ownership and operate autonomously.
• Ability to establish KPIs and OKRs and independently interpret data.

Responsibilities:

• Be the right-hand to the Client Success leadership team, addressing their various strategic and operational needs.
• Shape and implement the Client Success strategy, including establishing growth targets and managing client segmentation.
• Establish OKRs and KPIs, monitor them, and ensure the CS team can easily access metrics.
• Manage upsell and renewals pipeline, flag risks, and devise countermeasures.
• Build a customer health score/model identifying churn risks.
• Identify operational gaps and improve processes.
• Project-manage cross-functional initiatives that enhance the Client Success organization.