Head of Client Operations

Pavago • South Africa • Kenya

No Relocation

Posted: May 12, 2026

Job Description

Head of Client Operations (Remote) – Own Client Results, Retention & Delivery

Position Type: Full-Time, Remote
Working Hours: Flexible (U.S. Client Time Zones Required)

About the Role

We’re hiring a Head of Client Operations to take full ownership of everything that happens after a client signs.

This is not a project management role.

You own:

Client results
Campaign performance
Retention
Satisfaction

You will operate inside a fast-moving startup environment — where systems are evolving, priorities shift, and execution matters more than theory.

If you’ve worked in scaling environments and can own outcomes end-to-end, this role is for you.

What You’ll Own

Client Ownership (20–30 Accounts)

Act as the primary point of contact for all clients
Lead check-ins, manage expectations, and handle requests
Anticipate risks early and prevent churn
Own client satisfaction, retention, and long-term success

Campaign Performance & Results

Diagnose and fix underperforming cold email campaigns
Troubleshoot:

Deliverability issues
Poor list quality
Low-converting messaging

Quality-check campaigns before launch
Continuously optimize for measurable outcomes

Cold Email Execution (Hands-On)

Write and refine outbound copy when needed
Improve inbox placement and response rates
Use tools and platforms like:

Apollo.io
Smartlead.ai
Instantly.ai

Systems, SOPs & Scaling

Build delivery systems as the company grows
Create practical, evolving playbooks
Track:

SLAs
Client health
Delivery performance

Improve workflows continuously (not perfection, progress)

Cross-Functional Execution

Work closely with:

Developers (technical issues, infrastructure)
Outreach team (campaign execution)

Report directly to the founder
Own visibility into:

Client health
Risks
Performance

What Success Looks Like

High client retention and low churn
Strong campaign performance (deliverability + replies)
Clients consistently getting results
Issues identified and fixed before escalation
Delivery systems improving as the company scales

What Makes You a Strong Fit

You’ve operated in early-stage or scaling startups
You take ownership without waiting for instructions
You’re comfortable with imperfect systems and fast iteration
You communicate directly and confidently with founders
You focus on execution, not theory
You can zoom in (fix campaigns) and zoom out (improve systems)

Requirements (Must-Have)

Experience

Experience owning client delivery / operations in a startup
Background in:

Cold email agencies
Lead generation
High-velocity outbound environments

Core Skills

Deep expertise in:

Cold email strategy
Deliverability
Inbox placement
Copywriting

Ability to personally fix campaigns when needed
Technical understanding of:

APIs
Automations
Data flows

Daily use of AI tools like:

ChatGPT

Nice to Have

Experience scaling client delivery teams
Experience working directly with founders
Familiarity with outbound infrastructure and domains
Exposure to growth-stage startup environments

Key Metrics (KPIs)

Client retention & churn reduction
Campaign performance (deliverability, replies, conversions)
Client satisfaction & relationship health
SLA adherence & delivery consistency
Overall impact on client results

Why This Role Stands Out

Full ownership (not a support role)
Direct impact on revenue and retention
Work directly with the founder
Build systems from the ground up
Opportunity to evolve into:

COO / Head of Operations
Growth leadership roles

Interview Process

Initial Screening
Founder Interview
Final Discussion
Offer & Onboarding

Apply Now

If you can own client outcomes, fix problems fast, and build systems while executing daily, this role gives you the opportunity to operate at the core of a scaling startup.

Apply now if you’re ready to take full responsibility for client success and growth.

Head of Client Operations (Remote) – Own Client Results, Retention & DeliveryPosition Type: Full-Time, Remote Working Hours: Flexible (U.S. Client Time Zones Required)About the RoleWe’re hiring a Head of Client Operations to take full ownership...

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