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