Head of Client Success & Operations

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Embodied Marketing

Head of Client Success & Operations

austin, TX
Full Time
Paid
  • Responsibilities

    ROLE

    The Head of Client Success & Operations is the leader responsible for the performance, profitability, and scalability of Embodied Marketing's Done-For-You client delivery.

    This role acts as the integrator between CEO vision and execution , ensuring that all client delivery, systems, processes, and team performance operate at the highest level.

    They are the owner of delivery outcomes , including client results, retention, satisfaction, operational efficiency, and department profitability.

    This person is both a strategic operator and lead executor , responsible for building and optimizing the infrastructure required to scale a multi-7 figure service-based business without sacrificing quality or client experience.

    Their goal is to ensure consistent, efficient, and high-performing delivery at scale , while continuously improving systems, team performance, and client results.

    RESPONSIBILITIES

    ➔ General Operations & Systems

    • Design, implement, and continuously optimize systems, processes, and best practices across all areas of client delivery
    • Own and maintain all process documentation to ensure clarity, consistency, and scalability across the team
    • Establish and enforce quality control standards across all client accounts and delivery functions
    • Proactively identify operational gaps, inefficiencies, and risks—and implement solutions before they impact performance
    • Lead continuous improvement initiatives across delivery, systems, and team workflows

    ➔ Financial & Performance Ownership

    • Own the performance and profitability of the delivery department
    • Monitor and improve client-level profitability and overall department margins
    • Ensure all client accounts are actively managed toward profitability and performance goals
    • Identify underperforming or unprofitable clients and lead action plans to resolve or exit when necessary
    • Maintain visibility into all key performance metrics across accounts and team performance

    ➔ Client Delivery & Experience

    • Own the end-to-end client experience, ensuring a consistent 10/10 standard across all touchpoints
    • Design and continuously improve the client journey from onboarding through retention
    • Oversee onboarding processes to ensure clients are launched efficiently (goal: live within 30 days)
    • Lead resolution of high-level or critical client issues with speed and ownership
    • Implement and manage client feedback systems, ensuring insights translate into action

    ➔ Team Leadership & Management

    • Lead, manage, and develop the client success and delivery team
    • Conduct weekly 1:1s with direct reports and ensure clear accountability across all roles
    • Establish and track KPIs for all team members and ensure high performance standards
    • Identify skill gaps and lead training, development, and resource creation initiatives
    • Foster a high-performance, solution-oriented, and accountable team culture

    ➔ Capacity Planning & Scaling

    • Forecast team capacity based on client load and projected sales
    • Ensure proper team allocation and workload distribution across accounts
    • Proactively identify hiring needs and support recruitment to maintain delivery standards
    • Build scalable infrastructure that supports growth without breakdown in quality or performance

    ➔ AI & Operational Efficiency

    • Lead the integration of AI across delivery workflows to improve speed, quality, and efficiency
    • Continuously evaluate and implement tools, automations, and systems to optimize output
    • Train and support the team in adopting AI-driven processes and best practices
    • Drive measurable improvements in efficiency, turnaround time, and team productivity

    ➔ Strategic Leadership & CEO Partnership

    • Act as the primary liaison between CEO and delivery team
    • Translate high-level vision into executable plans across the department
    • Provide proactive insights, recommendations, and solutions based on data and team feedback
    • Identify trends, risks, and opportunities within client delivery and contribute to company strategy
    • Ensure leadership always has visibility into delivery performance, risks, and wins

    RESULTS

    • 90%+ client retention rate
    • 90%+ client satisfaction rate
    • Consistent improvement in client profitability across accounts
    • Delivery department operates within target profit margins
    • Clients successfully launched within 30 days of strategy call
    • Clear visibility and tracking of all client KPIs and performance metrics
    • Continuous improvement in operational efficiency and team productivity
    • Successful integration and measurable impact of AI across delivery
    • Accurate capacity planning and resource allocation at all times
    • Consistent identification and resolution of delivery issues before escalation
    • Strong team performance, accountability, and engagement
    • Continuous improvement of systems, processes, and client experience

    REQUIREMENTS

    ➔ Experience & Background

    • Proven track record scaling a service-based business to multi-7 figures (or playing a key leadership role in doing so)
    • Experience owning and managing both team performance and operational systems at scale
    • Strong understanding of marketing strategy, including funnels, messaging, and paid ads
    • Experience balancing growth with delivery quality and operational efficiency
    • Experience implementing or optimizing AI tools within operations (or strong demonstrated capability to do so)

    ➔ Skills & Capabilities

    • Strong operational and systems thinking—able to build scalable, efficient processes
    • High level of financial and analytical acumen (understands margins, profitability, and performance metrics)
    • Exceptional leadership and people management skills
    • Ability to make decisions quickly and confidently in a fast-paced environment
    • Highly organized with strong attention to detail and execution
    • Ability to identify problems early and proactively implement solutions
    • Strong communication skills with the ability to lead, influence, and align a team
    • Ability to translate strategy into clear, executable plans

    ➔ Traits & Work Style

    • Extremely driven, high ownership, and results-oriented
    • Thrives in high-performance, fast-paced environments
    • Proactive, resourceful, and solution-focused
    • Takes initiative and does not wait for direction
    • Comfortable operating under pressure and managing multiple priorities simultaneously
    • Committed to continuous improvement and excellence

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    ➔ Additional

    • Austin-based or willing to relocate
    • Previous experience working closely with a CEO or acting as a second-in-command is a strong plus