Head of Client Operations – Cold Email, Client Success & Startup Operations Position Type: Full-Time, Remote
Working Hours: Versátil with U.S. Time Zone Collaboration
About the Role At Pavago, one of our clients is hiring a Head of Client Operations to own client delivery, cold email campaign performance, retention, and operational execution inside a fast-growing startup.
This is not a traditional project management or client support role .
You’ll take direct ownership of:
Client relationships and satisfaction
Cold email campaign performance
Retention and churn prevention
Deliverability and campaign infrastructure
Client delivery systems
Operational processes and scalability
You’ll work directly with the founder, developers, outreach teams, and operations to ensure campaigns produce measurable results while improving the systems required to support rapid growth.
If you’ve worked inside a cold email agency, lead generation company, outbound growth business, or fast-growing startup and can personally troubleshoot campaigns rather than simply coordinate others, this role is a strong fit.
What You’ll Own Client Relationships & Retention Own relationships across 20–30 active client accounts
Serve as the primary point of contact throughout the client lifecycle
Lead:
Client check-ins
Strategic conversations
Performance discussions
Ongoing communication
Set and manage client expectations proactively
Identify churn risks before they become problems
Build trusted, long-term relationships with clients
Ensure clients remain informed, supported, and confident in delivery
Take direct accountability for client satisfaction and retention
Cold Email Campaign Performance Review campaign performance across active client accounts
Diagnose and improve:
Underperforming campaigns
Low reply rates
Poor meeting conversion
Deliverability problems
Inbox placement issues
Weak messaging
Quality-check campaigns before launch
Ensure campaigns are technically and strategically ready to send
Review and optimize:
Copy
Targeting
Lists
Sending infrastructure
Campaign setup
Personally step into campaigns when execution or troubleshooting is required
Deliverability & Email Infrastructure Own campaign execution quality across:
Inbox warm-up
Domain health
Deliverability
List quality
Sending infrastructure
Diagnose spam placement and inboxing problems
Understand and troubleshoot:
DNS configurations
SPF / DKIM / DMARC
API issues
Integration failures
Automation breakdowns
Partner with developers on technical issues while remaining capable of diagnosing problems independently
Improve campaign reliability and deliverability standards across accounts
Processes, Systems & Operational Scalability Build and improve operational playbooks
Create repeatable systems for:
Client onboarding
Campaign launches
Campaign QA
Client communication
Performance reviews
Escalations
Track:
SLAs
Client health
Delivery performance
Campaign metrics




Operational bottlenecks
Identify inefficient or unreliable workflows and improve them
Build enough structure to support growth without slowing execution
Cross-Functional Leadership Coordinate closely with:
Developers
Outreach specialists
Operations teams
Leadership
Report directly to the founder on:
Client health
Churn risks
Campaign performance
Delivery issues
Operational priorities
Ensure teams remain aligned on client outcomes and delivery expectations
Drive issues through resolution rather than simply escalating them
AI & Automation Use AI tools such as ChatGPT and Claude in day-to-day operations
Apply AI to:
Campaign analysis
Copywriting
Client communication
Research
Documentation
Workflow improvement
Identify opportunities to automate repetitive operational processes
Combine AI, APIs, and automation systems to improve delivery efficiency
Requirements Must-Have Experience leading:
Client Operations
Client Success
Account Ownership
Delivery Operations
Experience inside a fast-growing startup, agency, or similarly high-ownership environment
Strong professional background in:
Cold email
Lead generation
Outbound operations
Hands-on expertise with:
Email deliverability
Inbox placement
Domain warm-up
Campaign optimization
Cold email copywriting
Ability to personally diagnose and troubleshoot campaign problems
Strong understanding of:
APIs
Automations
Workflows
Operational systems
Practical day-to-day experience using AI tools such as:
ChatGPT
Claude
Similar AI workflow tools
Strong written and verbal English communication
Confidence communicating directly with founders, executives, and clients
Ability to operate independently in a rapidly changing environment
Nice to Have Experience with platforms such as:
Instantly
Smartlead
Clay
Apollo
HubSpot
Experience managing high-volume outbound campaigns
Strong familiarity with:
DNS
SPF
DKIM
DMARC
Email infrastructure
Experience scaling client delivery inside an agency or startup
Experience building client health or churn-prevention systems
Technical familiarity with integrations and automation infrastructure
What Makes You a Strong Fit You:
Think like an operator rather than a coordinator
Understand cold email beyond surface-level campaign management
Can personally diagnose why a campaign isn’t performing
Take ownership of client outcomes instead of waiting for direction
Communicate confidently with clients, founders, and technical teams
Stay effective when priorities change quickly
Build processes without becoming overly dependent on process




Are comfortable making decisions with imperfect information
Focus on execution, measurable outcomes, and retention
Thrive in high-accountability startup environments
What a Typical Day Looks Like You may:
Review client health and campaign performance
Identify accounts at risk of churn
Diagnose deliverability or inbox placement problems
Review campaign copy and targeting
Meet with clients and communicate performance updates
Troubleshoot campaign infrastructure
Coordinate technical fixes with developers
Review lists, domains, and sending infrastructure
Improve onboarding or campaign QA processes
Update operational playbooks
Report risks and priorities directly to the founder
In short: you ensure clients stay happy, campaigns perform, problems get solved quickly, and delivery operations become more scalable as the company grows.
Key Metrics for Success Client retention and churn reduction
Campaign performance improvement
Reply and positive response rates
Meeting conversion performance
Deliverability and inbox placement health
Client satisfaction
SLA adherence
Speed of issue resolution
Operational consistency and scalability
Leadership confidence in client delivery
Why This Role Stands Out Direct ownership of client success and delivery
Work closely with the founder and leadership
High autonomy and decision-making responsibility
Opportunity to shape:
Client delivery systems
Operational processes
Campaign standards
Retention strategies
Deep exposure to:
Cold email infrastructure
AI workflows
Automation
Startup scaling
Opportunity to grow into broader client operations or company leadership
Interview Process Initial Screening
Founder Interview
Final Discussion
Offer & Onboarding
Apply Now If you:
Have deep cold email and outbound experience
Have owned client relationships and retention
Can troubleshoot campaigns yourself
Thrive in fast-moving startup environments
Enjoy building systems while solving operational problems
Want direct ownership over client outcomes and campaign performance
We’d love to hear from you.
Apply today and help build a client delivery operation that performs, retains customers, and scales.
Important: Spark Hire Video Interview As part of our application process, qualified candidates will be invited to complete a one-way video interview through Spark Hire .
This is your opportunity to introduce yourself and highlight your experience with cold email, client success, deliverability, campaign optimization, retention, startup operations, and scaling client delivery systems .
Please complete your Spark Hire interview promptly after receiving the invitation. Candidates who do not complete the video interview may not move forward in the hiring process.
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📌 Head of Client Operations (Ciudad de México)
🏢 Pavago
📍 Ciudad de México