Head of Client Operations at Pavago

About the Role

• We’re hiring a Head of Client Operations to own everything that happens after a client signs — from campaign performance to retention and results.
• This is a high-ownership role where you’ll manage client relationships, optimize cold email campaigns, and ensure delivery quality at scale. You’ll work directly with the founder, outreach team, and developers to keep campaigns performing and clients satisfied.
• If you’ve operated in fast-growing startups, understand cold email and lead generation, and can take full accountability for outcomes — this role is for you.

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
• Proactively identify risks and prevent churn
• Own client satisfaction, retention, and long-term success

Campaign Performance & Optimization

• Diagnose and fix underperforming cold email campaigns
• Troubleshoot deliverability issues, list quality, and low-converting copy
• Review and QA campaigns before launch
• Continuously optimize campaigns for performance and results

Processes, Systems & Documentation

• Build and refine delivery processes and documentation
• Create scalable playbooks and workflows
• Track SLAs, client health metrics, and performance standards

Cross-Functional Collaboration

• Work closely with developers on technical and infrastructure issues
• Coordinate with the outreach team on execution and optimization
• Report directly to the founder on client health, risks, and performance

Requirements

• Experience leading client operations, account management, or delivery in a startup environment
• Strong background in cold email, lead generation, or outbound campaigns
• Hands-on expertise in:
• Cold email strategy
• Copywriting
• Deliverability and inbox placement
• Campaign optimization
• Ability to personally write and improve campaign copy
• Technical understanding of APIs, automations, and data workflows
• Experience using AI tools for day-to-day operations and optimization
• Strong problem-solving skills and ability to operate in fast-changing environments
• Comfortable working remote with U.S. client time zones

Nice to Have

• Experience in high-growth startups or early-stage companies
• Experience managing multiple client accounts simultaneously
• Familiarity with outreach tools and campaign infrastructure

Tools & Tech

• Cold email platforms and outreach tools
• CRM and campaign management tools
• AI tools for content, analysis, and optimization
• Automation tools and API integrations