# Head of Client Success and Operations

**Company:** [Impact Clients](http://jobs.workable.com/companies/e8huWiUTpNb97hbTrxTGBr.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time
**Department:** Fulfillment

[Apply for this job](http://jobs.workable.com/view/2097a845-2344-48d5-b284-b3f94cc8321a)

## Description

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](http://youtube.com/richardyu1)
-   A growing personal brand on Instagram → [instagram.com/richardyuzee](http://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

✅ 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

## Benefits

💰 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:

1.  Submit your resume.
2.  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.