Head of Client Success and Operations

We're looking for a full-time Head of Fulfillment/Delivery to join our fast-growing team at Impact Clients. 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 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 💰 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: Submit your resume. 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.