About the Role
We are looking for a Head of Client Operations who has experience operating inside a growing startup environment and can own everything that happens after a client signs. This is not a project management role. You will be fully accountable for client campaigns, results, satisfaction, and retention.
This role requires someone who understands the realities of scaling startups — changing priorities, imperfect systems, fast iteration, and high ownership. You will work closely with the founder, developers, and outreach team to ensure client delivery keeps pace with growth while maintaining strong results and retention.
Responsibilities
Client Relationship Ownership
Act as the primary point of contact for 20 - 30 active clients
Lead client check-ins, manage expectations, and handle ongoing requests
Anticipate risks early and proactively prevent churn
Own client satisfaction, retention, and long-term success
Campaign Performance & Results
Diagnose and resolve underperforming cold email campaigns
Troubleshoot deliverability issues, list quality problems, and low-converting copy
Quality-check campaigns before launch to ensure readiness and performance
Continuously optimize campaigns for measurable outcomes
Processes, Systems & Documentation
Build and refine delivery documentation as the business scales
Create practical playbooks that evolve with a growing startup
Track SLAs, client health metrics, and delivery standards
Cross-Functional Collaboration
Work closely with the development team on technical and infrastructure issues
Coordinate with the outreach team on execution and optimization
Report directly to the founder on client health, risks, and delivery performance
What Makes You a Perfect Fit
You have operated in fast-growing startups where roles are fluid and ownership is high
You take responsibility for outcomes without waiting for perfect processes
You communicate directly and confidently with founders and executives
You are comfortable adapting as the business evolves
You focus on execution, impact, and results
Required Experience & Skills
Experience leading client delivery, operations, or account ownership within a growing startup or early-stage company
Background in cold email agencies, lead generation, or similar high-velocity environments
Hands-on expertise in cold email strategy, copywriting, deliverability, warm-up, and inbox placement
Ability to personally write copy and troubleshoot campaigns when needed
Technical enough to understand APIs, automations, and data flows without relying heavily on engineering
Daily, practical use of AI tools for real operational work
Strong problem-solving skills and comfort working in environments where systems are still being built
Key Metrics for Success (KPIs)
Client retention and churn reduction
Campaign performance and deliverability outcomes
Client satisfaction and relationship health
Delivery consistency and SLA adherence
Overall impact on client results as the company scales