Head of Client Success & Agency Operations - Fully remote - USA

Head of Client Success & Agency OperationsLocation: Remote (EST required; core hours 8am–5pm ET)Morgan Mace is delighted to partner with a rapidly expanding digital education and automation consultancy that supports some of the most respected names in online learning, entrepreneurship, and creator-led businesses. This company builds sophisticated messaging, automation, and content-driven growth systems that enable clients to scale reliably while maintaining exceptionally high retention and performance.Their model blends operational excellence with deep creative and strategic expertise. They support large personal brands, high-volume educators, and well-known digital businesses that run sizable communities, programs, and audiences. The company has built a reputation for consistent results, long-term partnerships, and category-leading execution.To support their next stage of growth, they are searching for an experienced leader to oversee client success, delivery operations, and team performance across the agency.The OpportunityAs the Head of Client Success & Agency Operations, you will oversee delivery quality, client outcomes, operational infrastructure, talent development, and department-wide performance. You are responsible for ensuring clients achieve measurable results while the internal team operates with discipline, clarity, and speed.This is a high-ownership leadership role with direct influence on revenue, team resourcing, SOP development, and the long-term scalability of the agency’s delivery model.What You’ll LeadClient Success & Account OutcomesOversee delivery excellence across all active client accounts.Step into high-stakes situations to diagnose issues, guide strategic adjustments, and unblock progress.Maintain strong executive-facing communication with founders, creators, and senior client stakeholders.Operations & Delivery SystemsBuild and enforce SOPs, dashboards, cadence structures, QA processes, and cross-functional workflows.Maintain operational rhythm across asynchronous teams while protecting quality and speed.Improve team-wide efficiency, throughput, and clarity of handoffs.Team Leadership & HiringLead Client Success Managers, technical specialists, and copywriters.Oversee hiring pipelines, training processes, and performance management.Ensure roles are filled within a 30-day window and meet quality-of-hire standards.P&L Ownership & Capacity PlanningForecast team capacity, hiring needs, and delivery bandwidth.Support the creation and scaling of new delivery “pods” as client volume grows.Manage revenue, margin targets, and resource allocation.Executive-Level CommunicationRepresent the agency in important client conversations, internal leadership discussions, and strategic reviews.Communicate decisions and expectations with precision and structure.Light Sales Support (Inbound Only)Spend a small portion of time reviewing high-value inbound leads.Offer short qualification calls to determine fit and support the closing process for exceptional prospects.What Success Looks LikeStrong client retention and measurable client results.Fast, clean workflows that are consistently followed across the department.Team members who perform independently with clarity and accountability.Scalable delivery systems that support predictable and efficient growth.A department culture grounded in high standards, communication discipline, and ownership.What We’re Looking ForIndustry Experience5+ years supporting digital education programs, coaching businesses, creator-led brands, or similar online information businesses.Strong understanding of organic content ecosystems (especially Instagram & Meta messaging culture).Familiarity with funnels, automation, launches, and creator-driven marketing models.Leadership & Client ManagementExperience managing senior-level client relationships with tact, clarity, and confidence.Comfortable running difficult conversations with professionalism and empathy.Skilled at navigating the dynamics of high-profile founders and creator-led businesses.Operational StrengthProven track record of building systems, processes, SOPs, or operational frameworks.Experience leading multi-disciplinary teams (8–15+) across multiple functions.Strong communicator who removes ambiguity and promotes autonomous execution.Work Style & TraitsOperates in EST business hours with an asynchronous-first mindset.Detail-oriented, competitive, and deeply committed to performance.Fast-moving, resourceful, and comfortable in a high-growth environment.Actively follows trends in Meta platforms, messaging automation, and AI.Compensation StructureBase Salary: $160,000–$200,000, depending on experiencePerformance Bonus: Additional earnings available based on client volume and outcomesTiered Base Salary Increases: Automatic base salary increases apply when active client milestones are met. Each tier unlocks an $8,000 annual base salary increase, along with a one-time $2,000 achievement bonus.Tier thresholds: 12, 16, 20, and 24 active clientsIncreases take effect after the tier is maintained for 30 consecutive daysThese milestones reflect the company’s target of scaling to 24+ active clients by the end of 2026Benefits401(k) with up to 4% employer matchFlexible PTO + company winter break + 5 annual company holidaysRemote-first culture with set EST core hoursQuarterly leadership planning days (virtual and in-person)$3,000 annual learning stipendCoaching and leadership development from the foundersPaid parental leaveAnnual company strategy retreatCore ValuesThe following principles are central to the organization’s culture and operating standards:Relentless ResourcefulnessSolve problems proactively, seek answers independently, and anticipate needs before they arise.Competitive ExcellenceHold yourself to a high performance standard every day—small details matter.Protect the SystemMaintain healthy boundaries, uphold clear communication, and safeguard the processes that support high-quality output.Client Impact Above AllSuccess is defined by client results, long-term partnerships, and measurable business outcomes.