AI Acquisition is a fast-paced, commercially driven organisation with a large Customer Success team and a high volume of active clients. We're seeking an experienced Operations Manager to own and run the Customer Success organisation day-to-day, building the accountability infrastructure from scratch, managing department heads and account managers directly, and making key decisions on performance and capacity issues.
Key Responsibilities:
- Own the P&L, including targets, retention, expansion, and cost-to-serve
- Build the accountability infrastructure from scratch, including account segmentation, escalation paths, quality guardrails, scorecards, and operating cadence
- Directly manage account management leads and senior operators, setting clear expectations, consequences, and growth goals
- Partner with sales and delivery leadership on handoffs, capacity planning, and pipeline-to-onboarding flow
- Collaborate with People & Talent to build management depth and define profiles, standards, and holding bars
- Free the founders from day-to-day operational firefighting, enabling them to focus on vision, growth, and external relationships
Requirements:
- Proven experience running a large, metrics-driven operation and turning recurring problems into documented systems
- Direct ownership of an account management, client services, or customer success function at scale, with verifiable P&L, retention, or margin ownership improvements
- Experience building operating infrastructure from scratch, making hard people decisions, and managing teams of 30+
- High agency and urgency, moving quickly and pushing back when needed
Nice to Have:
- Background in a rigorous, systems-driven operations environment
- Experience in agency, advertising, or performance marketing
- Documented improvements in retention or reduced churn
- Experience managing distributed or remote teams across geographies
Our Process: After an initial conversation, our process includes a working exercise where you'll be given a real operating problem to solve, demonstrating your approach and expertise.
The Environment: This is a fast-paced, high-standards environment with a commercially excellent and operationally under-resourced founding team. You'll have real authority, accountability, and upside.
