Head of Client Success and Operations

Head of Client Success and Operations

Impact Clients · Canada (Remote) · Full-time · Posted 2025-09-11

Salary: USD 250,000–600,000

Workplace: remote

Department: Fulfillment

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
• 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:

1. Submit your resume.

2. Record a 3–5 minute Loom video introducing yourself and answering:

3. Why should we hire you?

4. What’s your experience with leading client success teams?
5. Share an example where you successfully handled a save call or refund/chargeback scenario.
6. Share an example where you coached a team member to perform better.
7. 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.

Apply

Apply at Impact Clients

---

Powered by Workable