Head of Client Operations

Pavago

22h•Remote

About The Position

At Pavago, one of our clients is hiring a Head of Client Operations to own everything that happens after a client signs — from campaign performance and delivery to client satisfaction and retention. This is a high-ownership, hands-on leadership role. You’ll manage 20–30 active client relationships, troubleshoot and optimize cold email campaigns, improve delivery systems, and work directly with the founder, outreach team, and developers. This is not a traditional account management role. You’ll be accountable for client outcomes, campaign performance, retention, and operational execution. If you understand cold email and lead generation deeply, thrive in fast-moving startup environments, and can take ownership without waiting for direction, this role is for you.

Requirements

Experience leading client operations, account management, client success, or delivery in a startup or fast-moving environment.
Strong experience with cold email, outbound lead generation, or performance-driven outreach campaigns.
Hands-on expertise in: Cold email strategy, Deliverability and inbox placement, Cold email copywriting, Campaign optimization, Lead generation.
Ability to personally write and improve outbound campaign copy.
Experience managing multiple client accounts simultaneously.
Strong understanding of APIs, automations, integrations, and data workflows.
Experience using AI tools for day-to-day operations, analysis, and optimization.
Strong problem-solving and decision-making skills.
Excellent written and verbal English communication.
Comfortable working remotely across U.S. client time zones.

Nice To Haves

Experience working directly with founders.
Background in high-growth or early-stage startups.
Experience managing 20+ client accounts simultaneously.
Familiarity with cold email infrastructure and outreach platforms.
Experience building operational SOPs and scalable client delivery systems.
Exposure to technical outbound infrastructure, automation, or RevOps.

Responsibilities

Serve as the primary point of contact for 20–30 active clients.
Lead client check-ins, performance discussions, and ongoing communication.
Manage expectations and resolve client concerns proactively.
Identify account risks before they become retention issues.
Own client satisfaction, retention, and long-term account health.
Handle escalations confidently and professionally.
Monitor campaign performance and identify underperforming accounts.
Diagnose and resolve issues involving: Deliverability, Inbox placement, List quality, Messaging and offers, Reply and conversion rates.
QA campaigns before launch.
Continuously optimize campaigns based on performance data.
Ensure campaigns deliver measurable outcomes for clients.
Personally write, review, and improve cold email copy.
Optimize: Subject lines, Opening hooks, Offers, Calls-to-action, Follow-up sequences.
Test messaging approaches and use performance data to guide iterations.
Balance personalization, deliverability, and conversion performance.
Build and improve scalable client delivery systems.
Create: SOPs, Playbooks, Campaign workflows, QA processes, Escalation procedures.
Track SLAs, client health metrics, and delivery standards.
Identify operational bottlenecks and implement practical improvements.
Build systems that allow client operations to scale without sacrificing quality.
Work closely with developers to troubleshoot infrastructure and technical issues.
Collaborate with outreach teams on campaign execution and optimization.
Understand APIs, automations, integrations, and data workflows well enough to diagnose operational problems.
Use AI tools to improve: Campaign analysis, Copywriting, Research, Operational efficiency, Troubleshooting.
Report directly to the founder on client health, risks, performance, and priorities.