Head of Customer Success & Operations

🔒 Confidential Employer
Posted 20 April 2026
LOCATION
Remote
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Sales & Marketing
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

CRM Customer Onboarding Operations Management SaaS Marketing Project Management Stakeholder Communication Process Improvement

FULL DESCRIPTION

Head of Customer Success & Operations

[Employer hidden — view at passion-project.co.uk] seeks a Head of Customer Success & Operations to own customer onboarding, growth, and business operations for a profitable SaaS platform in the creator economy. This full-time, remote role involves working directly with the CEO, driving customer adoption, retention, and growth, and managing the company's marketing presence and acquisition channels.

What You'll Do:

  • Own the full customer onboarding process end to end - from signup to first revenue
  • Be the primary point of contact for customers during setup and early usage
  • Coordinate with the product and engineering team
  • Chase when things stall - nothing sits untouched for days
  • Build repeatable onboarding playbooks where none currently exist
  • Communicate product updates and new features to existing customers - if we ship something and nobody uses it, that's your problem
  • Set up and run customer communication (product updates, announcements, tips)
  • Own the company's marketing presence - website, social media, email, content
  • Build repeatable acquisition channels (affiliates, content, outbound, events, partnerships)
  • Manage vendor and partner relationships as needed
  • Identify operational gaps and build processes to fix them before they become problems

Requirements:

  • 2+ years experience in operations, customer success, account management, or a generalist startup role
  • You've onboarded clients or customers onto a product/agency before - you know what the process looks like and what goes wrong
  • SaaS, startup, or fast-moving online industry experience (creator economy, crypto, web3, e-commerce, gaming) - you understand the pace and chaos of early-stage
  • Fluent written/verbal English - you'll be writing emails to & calling with customers, partners, and stakeholders daily
  • You make decisions and move without waiting for permission
  • Organized enough to track multiple customers, multiple workstreams, and multiple deadlines without dropping things
  • Comfortable with modern tools/softwares (Slack, ClickUp, Telegram, etc.)
  • Bonus: OnlyFans/OFM, adult, crypto, gambling or creator economy experience
  • Bonus: marketing experience (email campaigns, social media, website management)
  • Bonus: management experience or experience running your own project/business

What We Offer:

  • Full-time role, $4,000-8,000/month USD depending on experience
  • Performance-based compensation (revenue share on platform growth you drive) for the right person
  • Long-term stability - profitable company for 5+ years
  • Remote-first, async-first culture with fast decision-making
  • Direct access to the CEO, real ownership, and a clear path to a leadership position as the company scales
  • You'll have visibility into every part of the business from day one

Timezone:

Must be between GMT+0 (e.g. UK) and GMT+8 (e.g. Bali), or willing to work those hours.

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