Head of Operations & Customer Success

Location: Remote

Contract Type: Full-time

Salary Range: Competitive, based on experience

Rate: 4.000 USD

About Company

Company is a global enterprise SaaS platform that detects and removes illicit online product trade, collects forensic-grade evidence through AI-powered controlled purchases (AI Mystery Shopper), and coordinates enforcement with authorities across 10 countries in the Americas.

Founded in 2023 and launched in February 2024, Company currently serves 31 enterprise clients including Diageo, Procter & Gamble, Roche, and Opella — with APAC expansion planned for Q3 2026.

We are building an AI-first company where operations, product, and customer success are deeply integrated to deliver measurable impact to our clients.

Role Overview

We are looking for a Head of Operations & Customer Success to lead the end-to-end delivery of our services and own the relationship and outcomes of our customers.

This role is not just about managing operations — it is about leading how Company delivers value and shaping the customer experience at scale.

You will be responsible for:

* Ensuring operational excellence

* Driving customer satisfaction, retention, and expansion

* Acting as a trusted strategic partner to our customers

* Translating customer needs into product and business improvements

* Building scalable processes, systems, and teams

You will operate at the intersection of operations, customer success, and product, with a strong presence in front of customers and a direct impact on company growth.

You will be accountable for key operational KPIs including:

* Time-to-Value ≤ 14 days for new customers

* Effective Takedown Rate ≥ 90%

* Monthly USD quantification of customer impact

Key Responsibilities

1. Customer Success Leadership

* Own the full customer lifecycle: onboarding, adoption, retention, and expansion

* Build and lead executive-level relationships with key customers

* Act as the primary owner of customer outcomes and long-term value realization

* Lead strategic conversations, including QBRs and executive reviews

* Define and track success metrics including retention, expansion, customer health, Time-to-Value (≤14 days), Effective Takedown Rate (≥90%), and monthly impact in USD

* Own the Customer Success system: health scoring, QBR cadence, and renewal/expansion playbooks covering 100% of active accounts

2. Operational Excellence

* Design and continuously evolve operational workflows across monitoring, investigations, and reporting

* Ensure consistent, high-quality delivery aligned with customer expectations and SLAs

* Build scalable processes and systems to support rapid growth

* Define and enforce KPIs, SLAs, and performance standards

* Anticipate risks and proactively resolve operational bottlenecks

* Manage Investigation Qualified Lead (IQL) delivery as a core output, ensuring quality and volume

* Oversee controlled purchase programs and AI Mystery Shopper operations across 8+ countries, ensuring 100% SLA compliance

3. Product & Customer Feedback Loop

* Act as the voice of the customer at a strategic level

* Translate customer insights into structured product and business requirements

* Partner closely with Product & Engineering to influence roadmap priorities

* Identify opportunities for automation and AI-driven efficiencies

* Ensure strong alignment between customer needs and product evolution

4. Team Leadership & Scaling

* Build, lead, and scale a high-performing Operations & Customer Success organization

* Define team structure aligned with company growth and complexity

* Set clear performance frameworks and accountability standards

* Coach and develop team members into future leaders

* Foster a culture of ownership, accountability, and customer obsession

5. Data & Performance Management

* Establish robust reporting frameworks for customer success and operations

* Monitor customer health, service performance, and operational efficiency

* Track critical KPIs:

* Time-to-Value ≤ 14 days for ≥90% of new customers

* Effective Takedown Rate ≥90% (rolling 4-week average)

* Monthly USD quantification of impact for ≥95% of accounts

* Use data to drive decisions and strategic initiatives

* Provide clear visibility to leadership on performance metrics and risks

What We’re Looking For

* 8+ years of experience in Operations, Customer Success, or related leadership roles

* Strong experience in customer-facing roles within B2B SaaS environments

* Proven track record managing and growing enterprise customer relationships

* Experience scaling teams, processes, and operational systems in high-growth environments

* Ability to operate at both strategic and execution levels

* Excellent communication and stakeholder management skills (including executive stakeholders)

* Strong analytical and problem-solving mindset

* Hands-on approach combined with strong leadership presence

* Experience with enterprise brands in high-risk verticals (CPG, pharma, luxury, etc.) is a strong differentiator

Nice to Have

* Experience with marketplaces, social platforms, or digital monitoring

* Familiarity with AI-driven products, automation workflows, or agent-based systems

* Experience with tools such as Notion, CRM platforms, and data dashboards

* Experience building playbooks, documentation, and knowledge systems

* Background in compliance, enforcement, or investigations

* Experience in AI-first environments

* Background in brand protection or anti-counterfeiting

* Experience in Latin America or with regional enforcement authorities