Senior Manager - Strategy & Operations, Client Success

About the Team

Commercial Strategy & Operations ("CSO") (i.e., Lantern's Revenue Operations team) supports the President and his broader go-to-market function, including Employer Sales, Employer Client Success, Marketing, Clinical and Partnerships (health plans, ecosystem partners). CSO is responsible for Commercial strategy (how we grow), planning (resourcing, goals, compensation), insights (how we're doing and what we need to do differently next week/month/quarter), process (like how we prepare for client meetings), tools (like SFDC and AI tools for Commercial), and data (activities, contract details, customer health signals, and more).

This role sits within CSO.CSO serves the Commercial organization and partners closely with each member of the Commercial Leadership Team (head of Sales, head of Client Success, etc.). 

Location: NY | USA | Hybrid - 3x in office  

Senior Manager, Strategy & Operations, Client Success

Reporting to the Director of Commercial Strategy & Operations, the mission of the Senior Manager, 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

Compensation: $165,000 - $180,000 base pay + annual bonus (depends on location/level/relevant experience)