Founding Success Operations Lead

Marble Health • New York, NY

1d • Hybrid

About The Position

Marble partners directly with schools to ensure students get timely, effective mental health care. As we expand into new states and deepen our footprint with existing partners, our success depends on strong, trusted relationships with school leaders and counselors. We are hiring a Founding Success Operations Lead to own a portfolio of school partnerships while building the operational systems and processes needed to scale this function. This role will foster deep, long-term relationships with school counselors on the ground and ensure reliable, timely, and thoughtful support for their questions and concerns. Beyond partnership ownership, you will design and run experiments to understand what drives adoption, engagement, and retention across diverse school contexts. You’ll translate insights into repeatable playbooks, processes, and operating rhythms that allow this function to scale efficiently. You’ll use data, structured thinking, and qualitative insights to test approaches, evaluate outcomes, and build an impact-oriented, data-driven Success motion designed to provide human-centric support to counselors. This is not a traditional B2B SaaS Customer Success role. You’ll operate within a complex, human-centered system involving schools, clinicians, families, and internal teams (Ops, Product, Growth, Clinical), where judgment, prioritization, and operational rigor matter more than standard Customer Success playbooks. You’ll work closely with leadership to translate ambiguous problems into clear hypotheses, measurable experiments, and practical execution. If you enjoy combining analytical rigor, operational excellence, and empathetic relationship-building — and want to help build a function at a high-growth startup from scratch — this role is for you.

Requirements

• 3–5 years of total professional experience, operating effectively in fast-pace environments; ideally including some combination of startup experience, client-facing work (Sales, AM, Consulting), and demonstrated analytical rigor
• High EQ with the ability to quickly build trust, understand stakeholder context, and communicate clearly in high-volume, relationship-driven environments
• Proven ability to own ambiguous workstreams end-to-end and translate goals into execution through data, experimentation, clear communication, and iteration
• Strong analytical skills, with experience using metrics to diagnose performance, identify risks and opportunities, and inform decisions
• Based in New York or willing to re-locate - we work from our SoHo office 3 days per week

Nice To Haves

• Experience in Customer Success within mental health, education, healthcare, or other human-centered services
• Comfort working with CRMs or account management tooling
• Experience designing success motions, building playbooks, and owning retention and/or expansion revenue

Responsibilities

• Own a portfolio of school partnerships end-to-end: Act as the primary point of contact for school counselors, ensuring consistent, high-quality delivery. You’ll deeply understand each school’s context, coordinate internally to resolve issues, and be accountable for outcomes across your portfolio
• Build an efficient, repeatable School Success motion: Design and run experiments to understand what drives adoption, engagement, and expansion across schools - directly impacting revenue growth. You’ll translate ambiguous questions into clear hypotheses and metrics, and turn learnings into repeatable playbooks
• Create the operational foundation to scale: Help design the workflows, tools, and operating cadence that allow the team to support more schools without sacrificing quality. Your work will balance near-term execution with building systems that allow future growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed