Head of Client Success and Operations
At a glance
Leadership Customer Success role at Impact Clients. Remote, Canada · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Lead and coach fifteen to thirty CSMs and coaches across onboarding, retention, and renewal calls
- Hire, train, promote, and exit team members while developing middle management as the department expands
- Handle refunds, chargebacks, and escalations to retain clients and protect revenue
- Track retention, renewals, and client outcomes through daily KPI reporting
- Build scalable scripts, processes, SOPs, and scorecards for the Coaching and Delivery department
What you bring
- You have led at least twenty people in a high-touch, outcome-based service business
- You have created operating systems, SOPs, and scorecards from the ground up
- You can handle objections, conduct save calls, and prevent refunds or chargebacks
- You have worked with AI and SaaS tools and stay involved in frontline work
Who this fits
This role suits an accountable operator, former founder, or people leader who owns outcomes and develops team members. You should be comfortable with difficult client conversations, rapid execution, feedback, and a full-time commitment. The role is remote in Canada and includes a three-to-five-minute Loom application video.
From the employer
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
✅ 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:
- 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.
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