Head of Client Operations
Head of Client Operations (Cold Email, Client Success & Campaign Performance) – Remote
Position Type: Full-Time, Remote
Working Hours: U.S. Business Hours
About the Role
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.
What You’ll Own
Client Success & Retention
- 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.
Cold Email Campaign Performance
- 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.
Copywriting & Campaign Optimization
- 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.
Processes, Systems & Documentation
- 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.
Technical & Cross-Functional Execution
- 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.
Required Experience & Skills
- 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 Have
- Experien