Head of Operations (Customer Success)

About the role

AI Acquisition is seeking a hands‑on Head of Operations to lead its fast‑growing Customer Success organization. You will own the P&L, build the operational framework from the ground up, and directly manage department heads and account managers to ensure consistent client experiences.

Key responsibilities

• Full P&L ownership: set targets, drive retention, expansion, and manage cost‑to‑serve.
• Design and implement an accountability infrastructure: risk‑based account segmentation, escalation paths, expectation‑setting guardrails, scorecards, and QA processes.
• Directly manage account‑management leads and senior operators, providing clear expectations, performance feedback, and making tough decisions on exits or restructures.
• Partner with sales and delivery leadership to align handoffs, capacity planning, and onboarding pipelines.
• Collaborate with People & Talent to define hiring profiles, raise the talent bar, and build management depth.
• Free founders from day‑to‑day operational firefighting, allowing them to focus on vision and growth.

Required profile

• Extensive experience in a marketing, advertising, or performance‑marketing agency, preferably leading account‑management or client‑services functions.
• Proven track record of building operational systems that reduce reliance on individual heroics.
• Strong P&L management experience with a data‑driven mindset.
• Ability to make decisive, sometimes difficult, personnel and process decisions.
• Excellent cross‑functional collaboration skills, especially with sales, delivery, and talent teams.

Required skills