Own customer success and client management across all active accounts. Reports, calls, escalations, retention.
Build and maintain client reporting frameworks that are modular and scalable
Manage difficult client conversations. Underperformance, scope issues, churn risk.
Own financial operations: payments, expenses, reconciliation, filing deadlines, accountant liaison, etc
Design and maintain operational documentation and workflows. Notion, SOPs, playbooks, knowledge base.
Manage multiple team members. Set standards, give feedback, ensure nothing falls through the cracks.
Embed AI and automation into operational workflows. Use Claude, scripting, and tooling to build leverage around yourself and the team.
Report upward to the CEO and COO with clarity and consistency. Absorb complexity, surface clean information.
Create genuine leverage for leadership by taking things fully off their plate.

Evidence of entrepreneurship or building something independently
Experience in operations, client success, or delivery management at a services/agency business or a high-ownership startup role
Has managed multiple direct reports. Can set standards, develop people, and hold accountability without micromanaging.
Proven track record managing client relationships through underperformance and difficult conversations
Has reported to a CEO or COO and been accountable for client and business outcomes
Financial operations competency
Excellent documentation and process-building skills. Has built SOPs, playbooks, or reporting systems from scratch.
Outstanding written and verbal communication. Client-facing quality.
AI-native. Actively uses AI tools and automation in their workflow.
Familiarity with UGC, creator campaigns, or social media marketing
Self-motivated. Works to their own standard, not to someone checking on them.
Low ego. The work ranges from strategic to tedious. Both matter equally.
Remote-first, async environment experience

Remote-first, work from anywhere
Top of Market equity in a business run by a management team with 4 exits between them
Path to VP or C-Suite as the company scales

Head of Operations and Client Success

Key skills