Customer Success & Operations Lead

Company Overview

We've partnered with an innovative mental health start-up focused on delivering accessible mental health solutions for youth. With a mission to integrate therapy services into schools, our client is experiencing rapid growth and aims to revolutionize the way mental health care is provided to students across multiple states. The team values strong partnerships, empathy, and a commitment to continuous improvement.

Role Overview

As the Founding Success Operations Lead, you will play a critical role in designing and building the systems, processes, and playbooks that ensure schools feel valued and engaged, thus continuing to refer students for therapy services. This position combines operational discipline with a customer-centric approach to establish scalable engagement strategies.

Responsibilities

• Build the operating model for school success, including engagement cadences, retention triggers, and automated communication.
• Transform early-stage, manual processes into efficient, scalable workflows.
• Create visibility through dashboards and reporting that monitor operational, engagement, and retention metrics.
• Collaborate with Sales for seamless partner transitions and with Product to enhance support offerings.
• Design comprehensive counselor journeys to ensure schools receive the support they need.

Requirements

• 4+ years of experience in operations-focused roles, with at least 1 year in a start-up environment.
• Background in Business Operations, Revenue Operations, Customer Success Operations, or Support Operations.
• Industry experience in mission-driven organizations, education, or healthcare is a plus.
• Skills in systems/process building, workflow design, and operational reporting.
• Strong emotional intelligence, communication abilities, and a collaborative approach.
• Experience in management consulting or finance combined with startup operations is a bonus.

Benefits

• Competitive salary: $140,000 – $170,000 base.
• Meaningful equity options.
• Employer-sponsored medical insurance through United Healthcare.
• Dental and vision coverage.
• Unlimited paid time off with a slow Summer policy.