# Head of Client Operations

> Pavago · Kenya (Remote) · — · Posted 2026-05-12

**Workplace:** remote

**Department:** Candidate Sourcing

## Description

### **Head of Client Operations (Remote) – Own Client Results, Retention & Delivery**

**Position Type:** Full-Time, Remote  
**Working Hours:** Flexible (U.S. Client Time Zones Required)

### **About the Role**

We’re hiring a **Head of Client Operations** to take full ownership of everything that happens **after a client signs**.

This is **not a project management role**.

You own:

-   Client results
-   Campaign performance
-   Retention
-   Satisfaction

You will operate inside a **fast-moving startup environment** — where systems are evolving, priorities shift, and execution matters more than theory.

If you’ve worked in scaling environments and can **own outcomes end-to-end**, this role is for you.

### **What You’ll Own**

### **Client Ownership (20–30 Accounts)**

-   Act as the primary point of contact for all clients
-   Lead check-ins, manage expectations, and handle requests
-   Anticipate risks early and prevent churn
-   Own **client satisfaction, retention, and long-term success**

### **Campaign Performance & Results**

-   Diagnose and fix underperforming cold email campaigns
-   Troubleshoot:

-   Deliverability issues
-   Poor list quality
-   Low-converting messaging

-   Quality-check campaigns before launch
-   Continuously optimize for measurable outcomes

### **Cold Email Execution (Hands-On)**

-   Write and refine outbound copy when needed
-   Improve inbox placement and response rates
-   Use tools and platforms like:

-   Apollo.io
-   Smartlead.ai
-   Instantly.ai

### **Systems, SOPs & Scaling**

-   Build delivery systems as the company grows
-   Create practical, evolving playbooks
-   Track:

-   SLAs
-   Client health
-   Delivery performance

-   Improve workflows continuously (not perfection, progress)

### **Cross-Functional Execution**

-   Work closely with:

-   Developers (technical issues, infrastructure)
-   Outreach team (campaign execution)

-   Report directly to the founder
-   Own visibility into:

-   Client health
-   Risks
-   Performance

### **What Success Looks Like**

-   High client retention and low churn
-   Strong campaign performance (deliverability + replies)
-   Clients consistently getting results
-   Issues identified and fixed before escalation
-   Delivery systems improving as the company scales

### **What Makes You a Strong Fit**

-   You’ve operated in **early-stage or scaling startups**
-   You take ownership without waiting for instructions
-   You’re comfortable with **imperfect systems and fast iteration**
-   You communicate directly and confidently with founders
-   You focus on **execution, not theory**
-   You can zoom in (fix campaigns) and zoom out (improve systems)

### **Requirements (Must-Have)**

### **Experience**

-   Experience owning client delivery / operations in a startup
-   Background in:

-   Cold email agencies
-   Lead generation
-   High-velocity outbound environments

### **Core Skills**

-   Deep expertise in:

-   Cold email strategy
-   Deliverability
-   Inbox placement
-   Copywriting

-   Ability to **personally fix campaigns when needed**
-   Technical understanding of:

-   APIs
-   Automations
-   Data flows

-   Daily use of AI tools like:

-   ChatGPT

### **Nice to Have**

-   Experience scaling client delivery teams
-   Experience working directly with founders
-   Familiarity with outbound infrastructure and domains
-   Exposure to growth-stage startup environments

### **Key Metrics (KPIs)**

-   Client retention & churn reduction
-   Campaign performance (deliverability, replies, conversions)
-   Client satisfaction & relationship health
-   SLA adherence & delivery consistency
-   Overall impact on client results

### **Why This Role Stands Out**

-   Full ownership (not a support role)
-   Direct impact on revenue and retention
-   Work directly with the founder
-   Build systems from the ground up
-   Opportunity to evolve into:

-   COO / Head of Operations
-   Growth leadership roles

### **Interview Process**

-   Initial Screening
-   Founder Interview
-   Final Discussion
-   Offer & Onboarding

### **Apply Now**

If you can **own client outcomes, fix problems fast, and build systems while executing daily**, this role gives you the opportunity to operate at the core of a **scaling startup**.

Apply now if you’re ready to take full responsibility for **client success and growth**.

## Apply

[Apply at Pavago](https://apply.workable.com/pavago/j/9754E23D21/apply)

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