Founding Success Operations Lead Full Time NEW

About Marble & the role

Last year, 1 in 10 teens attempted suicide.

It almost never starts there. Instead, it begins with a treatable mental health issue. We could have helped these kids before things got worse, before they resorted to the traumatic and painful step of attempting to take their own life. Marble partners with schools to expand access to high-quality mental health care for students. As we grow into new states and deepen existing partnerships, we need consistent, high-quality execution across every school and counselor we support.

We’re hiring a Founding Success Operations Lead to build the operating system for the Success function— dashboards, tooling, playbooks and rhythms that help the Success team drive engagement and referral growth. This role sits at the intersection of Operations, Growth, Data/Analytics, and Customer Experience, working closely with leadership to create the ideal partner journey and make it repeatable. You’ll help build the data analytics backbone to turn ambiguous questions into hypotheses, tests, and scaled learnings. You will help the team become more data-driven by improving how we track account health, engagement, risks, and opportunities. You’ll operate in a complex, human-centered ecosystem across schools, counselors, clinicians, families, and internal teams.

Within 12 months, if you are successful in this role, Marble will have a clear counselor journey with metrics to understand and track performance end-to-end, proven Success playbooks, transparent dashboards, and a repeatable data-driven experimentation engine to continuously innovate.

What you will do:

• Create the data-driven foundation: Ensure the right tooling, metrics, and dashboards exist; make performance and account health visible and actionable for CSMs, managers, and leadership.
• Build the School Success playbook: Operationalize the counselor journey (launch → activation → engagement → referral growth → retention) into templates, metrics, touchpoints, and routines CSMs can execute consistently.
• Support referral-growth experiments: Build the operational foundation to design, execute, measure, and scale experiments across different school contexts.
• Improve cross-functional execution: Clarify handoffs and reduce operational gaps across Success, Growth, Sales, Product, Ops, and Clinical.
• Turn insights into systems: Stay close to counselors/CSMs, synthesize qualitative + quantitative inputs, and ship practical workflows and process improvements.

Qualifications:

• 3–5 years of total professional experience with a minimum of 2 years Customer Success Operations experience
• Passionate about Mental Health and Education (formal experience is a nice-to-have, not a must)
• Track record of shipping 0-to-1 operating systems within Growth or Customer Success – playbooks, dashboards, pilots, or operating cadences built from scratch in a startup environment
• Demonstrated 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

Ideal traits:

• 🧭 Operationally excellent: Clear, linear communicator with an analytical, logical mind who gets things done
• 🏃Relentless drive: Operates with urgency and personal ownership; no task is too small and takes full responsibility for outcomes.
• ❔ Systems thinker: Thrives in ambiguity, cuts through complexity, spots non-obvious patterns, and gets quickly to root causes to drive action and get results.
• 🤝 Trusted Influence: Earns credibility quickly internally and externally and mobilizes people around action – from busy counselors to cross-functional internal teams
• 🔨 Bias toward execution: Moves and ships fast, iterates often based on learnings and evidence

Compensation

140-170k USD + meaningful equity + benefits

Please note, final compensation package will be determined on an individualized basis and will be impacted by experience, expertise, internal pay equity, and other relevant business considerations.