Head of Operations – Customer Success

About the role

AI Acquisition is a fast‑growing, founder‑led business that runs high‑velocity acquisition, coaching, SaaS and performance‑marketing operations. We are looking for a hands‑on Head/Director of Operations to own the Customer Success organization, manage its P&L and build the operational infrastructure that scales with our rapid growth.

Key responsibilities

• Full P&L ownership for the Customer Success function, including targets, retention, expansion and cost‑to‑serve.
• Design and implement an accountability system from scratch: account risk segmentation, escalation paths, expectation‑setting guardrails, scorecards and quality‑assurance processes.
• Directly manage account‑management leads and senior operators, setting clear expectations, handling performance issues, and making tough decisions on exits or restructures.
• Partner with sales and delivery leadership to align hand‑offs, capacity planning and onboarding pipelines, addressing root‑cause problems upstream.
• Work with People & Talent to define management profiles, raise hiring standards and build depth in the leadership team.
• Free the founders from day‑to‑day operational firefighting, allowing them to focus on vision and growth.

Required profile

• Extensive experience in a marketing, advertising or performance‑marketing agency, preferably having owned or operated an account‑management or client‑services function.
• Proven track record of building operational systems that reduce reliance on individual heroics and drive consistent client experiences.
• Strong ability to diagnose performance variation, implement structured processes and enforce accountability.
• Comfortable making hard decisions around staffing, restructures and performance management.

Required skills