Head of Client Success and Operations
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Before you apply
LocationUnited Kingdom
Typefull-time
SeniorityDirector
DepartmentFulfillment
EquityIncluded
Company size51–200 people
PostedSep 11, 2025 · 1y ago
Verified live10h ago
May no longer be actively hiring
Posted by the company on Sep 11, 202576% of this company's open roles have been listed for 90+ days
At a glanceSummarised by Seekless from the posting.
Proven experience leading 20+ people in a high-touch, outcome-based service business (coaching, education, professional services, high-ACV customer success, health coaching, or similar)
Track record of building systems, SOPs, and scorecards from scratch
Strong objection handling, save calls, and refund/chargeback prevention
Player mindset – willing to be in the field, not bossing people around
Extreme ownership of your department as if it were your own business
Experience with AI and SaaS tools
Skills
AI
SaaS
Benefits
Performance based commission
Equity
About the role
We’re looking for a full-time Head of Fulfillment/Delivery to join our fast-growing team at Impact Clients.
About the company
Our mission is simple: help everyday people launch impactful online digital product businesses that transform
lives, starting with their own.
If you love building teams, thrive in high-performance environments, and want to own a business unit end-to-end,
keep reading.
About Us:
Impact Clients helps beginner entrepreneurs start or scale their digital product businesses.
What began as a broke UCLA student struggling to sell an online course has grown into a company that has generated $50M+ in revenue with a global team of 70+ members.
Our mission is to reform the education system by helping 1 million+ people achieve financial freedom through online business.
We are faith driven, fast paced, and rooted in service. We are building a world class education platform to help people turn their knowledge into income through coaching and consulting.
The CEO, Richard Yu, is an online business coach with:
•
100K+ subscribers on YouTube → youtube.com/richardyu1
•
A growing personal brand on Instagram → instagram.com/richardyuzee
Our company is a fast-paced, and rooted in service. We’re building a world-class education platform to help people turn their knowledge into income through coaching and consulting.
Key Responsibilities:
• Lead and coach 15–30 CSMs and coaches on onboarding, retention, and renewal calls
• Hire, train, promote, and fire — build middle management as the team scales
• Step into refund, chargeback, and escalation situations to retain clients and protect revenue
• Own KPIs around retention, renewals, and outcomes — with daily reporting
• Improve scripts, processes, and SOPs for scalability
• Collaborate with Sales and Marketing to solve problems at the root
• Own the Coaching/Delivery Department end to end
Requirements
✅ Requirements
You must have:
• Proven experience leading 20+ people in a high-touch, outcome-based service business (coaching,
education, professional services, high-ACV customer success, health coaching, or similar)
• Track record of building systems, SOPs, and scorecards from scratch
• Strong objection handling, save calls, and refund/chargeback prevention
• Player mindset — willing to be in the field, not bossing people around
• Extreme ownership of your department as if it were your own business
• Experience with AI and SaaS tools
🔥 WHO THIS IS FOR
✔️ Natural operators who own outcomes end-to-end
✔️ Ex-founders who’d rather operate someone else’s business than build another one from zero
✔️ Builders excited to help scale to 9 figures
✔️ People who stay calm in client fires and escalations
✔️ Mentors who love developing team members
✔️ Highly accountable, detail-oriented operators
🚫 WHO THIS IS NOT FOR
❌ People who avoid difficult conversations
❌ Anyone with another full-time job
❌ People who struggle with deadlines or fast execution
❌ Anyone resistant to feedback and growth
Benefits
💰 Compensation & Benefits
• Negotiable compensation based on experience, we are open
• Base salary negotiable based on experience
• Performance-based commission opportunities
• Potential equity upside
Next Steps
If this role excites you:
1.
Submit your resume.
2.
Record a 3–5 minute Loom video introducing yourself and answering:
•
Why should we hire you?
•
What’s your experience with leading client success teams?
•
Share an example where you successfully handled a save call or refund/chargeback scenario.
•
Share an example where you coached a team member to perform better.
•
Why do you believe you’ll thrive in a fast-paced, growth-driven environment?
Applications are reviewed on a rolling basis. If selected, you’ll hear from us within 24–48 hours.