Head of Operations & Client Success

Role Summary

Cloud37 is an AI-powered platform company at a pivotal stage of growth. With a lean, high-performing team, the business has established early product-market fit and is now preparing to scale aggressively over the next 12–18 months. The company sits at the intersection of technology, client impact, and innovation—requiring a leader who can translate vision into execution.

This hire represents a mission-critical inflection point for the company. Today, the CEO is deeply embedded in client management, operations, and growth—creating a bottleneck to scale. The Head of Operations will step in as the central operator and force multiplier, taking ownership of client success, operational infrastructure, and revenue expansion.

This is not a traditional Head of Ops role. It is a hybrid operator-builder who can:

* Build operational systems from scratch

* Own and elevate client relationships

* Translate client needs into scalable product innovation

* Drive business development and revenue growth

Success in this role means freeing the CEO to focus on vision and strategy while transforming Cloud37 into a scalable, product-driven growth engine.

Success Outcomes

1. Build Operational Excellence & Client Success Engine

To scale effectively, Cloud37 must transition from founder-led execution to structured, repeatable operations. This leader will build and own the systems that ensure exceptional client delivery and long-term retention.

Key Responsibilities:

* Take full ownership of all client relationships, serving as the primary point of contact for success, delivery, and growth.

* Design and implement scalable operational infrastructure (project management, delivery workflows, communication cadence).

* Establish client success frameworks, KPIs, and reporting to ensure measurable outcomes and retention.

* Identify and drive upsell and cross-sell opportunities within the existing client base.

* Build internal alignment around client needs, fostering a company-wide culture of client advocacy.

2. Translate Client Needs into Scalable Product Innovation

Cloud37’s long-term value lies in evolving from customized solutions to scalable, repeatable products. This leader will serve as the bridge between clients and product development.

Key Responsibilities:

* Analyze client use cases, pain points, and requests to identify patterns and product opportunities.

* Partner with product and engineering to convert insights into scalable platform features.

* Develop and influence the product roadmap based on highest-impact opportunities.

* Pilot new capabilities with select clients and iterate based on feedback.

* Position new features and innovations across the client base to drive adoption and value.

3. Drive Revenue Growth & Market Expansion

With early traction established, the next phase of growth requires a more intentional and structured approach to business development.

Key Responsibilities:

* Build and execute a go-to-market strategy targeting ideal customer profiles and high-value segments.

* Own the sales pipeline from prospecting through close, including proposals and deal strategy.

* Position Cloud37 as a strategic partner (not just a technology provider) through consultative selling.

* Develop partnerships, referral channels, and strategic alliances to expand reach.

* Track and optimize key growth metrics (pipeline, conversion rates, CAC, LTV).