Client Health and Insights Lead

Client Health and Insights Lead

Position: Client Health and Insights Lead

Location: Mumbai, India

About LRN:

LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance. 

Named one of Inc Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage. 

About the role:

The Client Health Analyst / Program Coordinator plays a critical role in enabling scaled Program Management across a large portfolio of clients. This role is responsible for owning and evolving LRN’s Client Health framework and dashboard, ensuring clear visibility of partner engagement, risk, and opportunity across the portfolio. Working closely with a large team of Program Managers and cross-functional teams, you will proactively identify patterns, surface risks, and generate actionable insights, ensuring that the right issues are raised with the right stakeholders at the right time for swift actions to be taken to resolve clients’ challenges

This is not a traditional coordination or reporting role. The successful candidate will combine analytical thinking, sound judgment, and operational discipline to move beyond data tracking and into meaningful insight generation.

The role requires strong commercial awareness and the ability to influence decision-making across Program Management 

Requirements

What you'll do:

1. Ownership of Client Health Framework and Dashboard

• Own and manage the Client Health tool and dashboard, ensuring it is accurate, up to date, and effectively reflects partner status across the portfolio
• Support the ongoing refinement of health indicators and inputs such as engagement, usage, support activity, delivery signals, and renewal timelines
• Ensure consistency and clarity in how client health is measured, tracked, and interpreted
• Drive adoption and effective use of the Client Health framework across Program Management
• Integrate multiple signals (CSAT, NPS, platform usage, delivery metrics, and financial indicators) into a unified health scoring model

 2. Client Health Monitoring and Insight Generation

• Monitor a large portfolio of partners to identify:
• Emerging risks, including low or declining engagement
• Patterns and trends across accounts
• Opportunities for growth or intervention
• Analyse data from multiple sources to form clear, evidence-based insights
• Provide context and interpretation, not just data, highlighting what matters and why
• Prioritise signals and insights based on impact and urgency across the portfolio
• Highlight at-risk accounts (churn risk, low engagement, delivery inefficiencies) with a clear rationale

 3. Structured Escalation and Cross-Functional Routing

• Ensure identified risks and issues are routed to the appropriate stakeholders, ensuring ownership, e.g.:
• Product-related issues to Product or Engineering
• Delivery-related issues to Delivery or Function Leads
• Support trends to Support teams
• Apply a structured approach to escalation, ensuring clarity on ownership and next steps
• Track that issues have been acknowledged and are progressing appropriately, without owning the resolution

 4. Portfolio Oversight and Scaled Support

• Maintain consistent visibility across a high-volume portfolio, ensuring no partners are unmanaged or overlooked
• Support light-touch operational activities such as:
• Health summaries and reporting
• Tracking key partner signals and milestones
• Contribute to a structured, scalable approach to partner oversight
• Support management with portfolio-level reporting and renewal risk summaries

What we're looking for: 

The ideal candidate possesses the following:

• Strong analytical and critical thinking skills, with the ability to interpret data and identify meaningful trends
• Ability to form independent judgments and make recommendations based on incomplete or evolving information
• Experience working with multiple data sources
• Strong organisational skills with the ability to manage and prioritise across a large portfolio
• Clear and concise communication skills, particularly in summarising insights and recommendations
• Ability to work cross-functionally and navigate a matrixed environment

Desirable:

• Experience in Customer Success, Program Management, or Operations
• 3–6 years of experience in analytics, program management, customer success operations, or similar roles
• Exposure to client health scoring frameworks or similar models
• Experience working in high-volume, multi-client environments
• Familiarity with tools such as Salesforce, Zendesk, Mavenlink or equivalent platforms

Benefits

• Excellent medical benefits, including family plan
• Paid Time Off (PTO) plus India public holidays 
• Competitive salary
• Combined Onsite and Remote Work

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Experience Level

Senior Level