Head of Client Operations

Head of Client Operations – Cold Email, Client Success & Startup Operations
Position Type: Full-Time, Remote
Working Hours: Flexible with U.S. Time Zone Collaboration
About the Role
At Pavago, one of our clients is hiring a Head of Client Operations to own client delivery, cold email campaign performance, retention, and operational execution inside a fast-growing startup.
This is not a traditional project management or client support role.
You’ll take direct ownership of:

Client relationships and satisfaction

Cold email campaign performance

Retention and churn prevention

Deliverability and campaign infrastructure

Client delivery systems

Operational processes and scalability

You’ll work directly with the founder, developers, outreach teams, and operations to ensure campaigns produce measurable results while improving the systems required to support rapid growth.
If you’ve worked inside a cold email agency, lead generation company, outbound growth business, or fast-growing startup and can personally troubleshoot campaigns rather than simply coordinate others, this role is a strong fit.
What You’ll Own
Client Relationships & Retention

Own relationships across 20–30 active client accounts

Serve as the primary point of contact throughout the client lifecycle

Lead:

Client check-ins

Strategic conversations

Performance discussions

Ongoing communication

Set and manage client expectations proactively

Identify churn risks before they become problems

Build trusted, long-term relationships with clients

Ensure clients remain informed, supported, and confident in delivery

Take direct accountability for client satisfaction and retention

Cold Email Campaign Performance

Review campaign performance across active client accounts

Diagnose and improve:

Underperforming campaigns

Low reply rates

Poor meeting conversion

Deliverability problems

Inbox placement issues

Weak messaging

Quality-check campaigns before launch

Ensure campaigns are technically and strategically ready to send

Review and optimize:

Copy

Targeting

Lists

Sending infrastructure

Campaign setup

Personally step into campaigns when execution or troubleshooting is required

Deliverability & Email Infrastructure

Own campaign execution quality across:

Inbox warm-up

Domain health

Deliverability

List quality

Sending infrastructure

Diagnose spam placement and inboxing problems

Understand and troubleshoot:

DNS configurations

SPF / DKIM / DMARC

API issues

Integration failures

Automation breakdowns

Partner with developers on technical issues while remaining capable of diagnosing problems independently

Improve campaign reliability and deliverability standards across accounts

Processes, Systems & Operational Scalability

Build and improve operational playbooks

Create repeatable systems for:

Client onboarding

Campaign launches

Campaign QA

Client communication

Performance reviews

Escalations

Track:

SLAs

Client health

Delivery performance

Campaign metrics

Operational bottlenecks

Identify inefficient or unreliable workflows and improve them

Build enough structure to support growth without slowing execution

Cross-Functional Leadership

Coordinate closely with:

Developers

Outreach specialists

Operations teams

Leadership

Report directly to the founder on:

Client health

Churn risks

Campaign performance

Delivery issues

Operational priorities

Ensure teams remain aligned on client outcomes and delivery expectations

Drive issues through resolution rather than simply escalating them

AI & Automation

Use AI tools such as ChatGPT and Claude in day-to-day operations

Apply AI to:

Campaign analysis

Copywriting

Client communication

Research

Documentation

Workflow improvement

Identify opportunities to automate repetitive operational processes

Combine AI, APIs, and automation systems to improve delivery efficiency

Requirements
Must-Have

Experience leading:

Client Operations

Client Success

Account Ownership

Delivery Operations

Experience inside a fast-growing startup, agency, or similarly high-ownership environment

Strong professional background in:

Cold email

Lead generation

Outbound operations

Hands-on expertise with:

Email deliverability

Inbox placement

Domain warm-up

Campaign optimization

Cold email copywriting

Ability to personally diagnose and troubleshoot campaign problems

Strong understanding of:

APIs

Automations

Workflows

Operational systems

Practical day-to-day experience using AI tools such as:

ChatGPT

Claude

Similar AI workflow tools

Strong written and verbal English communication

Confidence communicating directly with founders, executives, and clients

Ability to operate independently in a rapidly changing environment

Nice to Have

Experience with platforms such as:

Instantly

Smartlead

Clay

Apollo

HubSpot

Experience managing high-volume outbound campaigns

Strong familiarity with:

DNS

SPF

DKIM

DMARC

Email infrastructure

Experience scaling client delivery inside an agency or startup

Experience building client health or churn-prevention systems

Technical familiarity with integrations and automation infrastructure

What Makes You a Strong Fit
You:

Think like an operator rather than a coordinator

Understand cold email beyond surface-level campaign management

Can personally diagnose why a campaign isn’t performing

Take ownership of client outcomes instead of waiting for direction

Communicate confidently with clients, founders, and technical teams

Stay effective when priorities change quickly

Build processes without becoming overly dependent on process

Are comfortable making decisions with imperfect information

Focus on execution, measurable outcomes, and retention

Thrive in high-accountability startup environments

What a Typical Day Looks Like
You may:

Review client health and campaign performance

Identify accounts at risk of churn

Diagnose deliverability or inbox placement problems

Review campaign copy and targeting

Meet with clients and communicate performance updates

Troubleshoot campaign infrastructure

Coordinate technical fixes with developers

Review lists, domains, and sending infrastructure

Improve onboarding or campaign QA processes

Update operational playbooks

Report risks and priorities directly to the founder

In short: you ensure clients stay happy, campaigns perform, problems get solved quickly, and delivery operations become more scalable as the company grows.
Key Metrics for Success

Client retention and churn reduction

Campaign performance improvement

Reply and positive response rates

Meeting conversion performance

Deliverability and inbox placement health

Client satisfaction

SLA adherence

Speed of issue resolution

Operational consistency and scalability

Leadership confidence in client delivery

Why This Role Stands Out

Direct ownership of client success and delivery

Work closely with the founder and leadership

High autonomy and decision-making responsibility

Opportunity to shape:

Client delivery systems

Operational processes

Campaign standards

Retention strategies

Deep exposure to:

Cold email infrastructure

AI workflows

Automation

Startup scaling

Opportunity to grow into broader client operations or company leadership

Interview Process

Initial Screening

Founder Interview

Final Discussion

Offer & Onboarding

Apply Now
If you:

Have deep cold email and outbound experience

Have owned client relationships and retention

Can troubleshoot campaigns yourself

Thrive in fast-moving startup environments

Enjoy building systems while solving operational problems

Want direct ownership over client outcomes and campaign performance

We’d love to hear from you.
Apply today and help build a client delivery operation that performs, retains customers, and scales.
Important: Spark Hire Video Interview
As part of our application process, qualified candidates will be invited to complete a one-way video interview through Spark Hire.
This is your opportunity to introduce yourself and highlight your experience with cold email, client success, deliverability, campaign optimization, retention, startup operations, and scaling client delivery systems.
Please complete your Spark Hire interview promptly after receiving the invitation. Candidates who do not complete the video interview may not move forward in the hiring process.
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Originally posted on Himalayas