Head of Client Operations at Pavago

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