Head of Client Success and Operations

Impact Clients

Head of Client Success and Operations at Impact Clients leading CSMs and coaching teams. Building scalable processes and owning departmental outcomes while fostering a high-performance culture.

Posted 7/29/2026full-timeRemote • 🇨🇦 CanadaLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing and coaching Customer Success Managers, with a focus on onboarding, retention, and revenue protection. Proven ability to build scalable systems and processes while collaborating effectively with Sales and Marketing teams.

Highest-signal resume keywords

Leadership Of 20+ PeopleBuilding Systems And SOPsObjection HandlingExtreme OwnershipExperience With AI And SaaS Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

OnboardingRetentionRenewal ManagementProcess ImprovementKPI ManagementChargeback PreventionScript DevelopmentScorecard CreationHigh-Touch Service ExperienceCoaching

Soft Skills

CoachingCollaborationProblem SolvingCommunicationPlayer Mindset

Tools & Technologies

AI ToolsSaaS Tools

Industry Keywords

Customer SuccessProfessional ServicesHealth CoachingHigh-ACV Customer SuccessEducation

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

Negotiable compensation based on experience, we are open
Base salary negotiable based on experience
Performance-based commission opportunities
Potential equity upside