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