Senior Client Operations Advisor / Special Operations

The Seat

The Company

Own The Hardest Client Situations

• Take full ownership of complex, escalated, or high-risk client accounts — from first signal through to resolution — applying structured thinking at every stage
• Diagnose the root cause behind every at-risk engagement: is it strategy, execution, expectation misalignment, or delivery failure — and build the right intervention accordingly
• Lead high-stakes conversations at founder and C-suite level — resetting expectations, rebuilding trust, and redirecting momentum toward outcomes
• Maintain meticulous case records that support accountability, continuity, and pattern recognition across the portfolio

Drive Retention And Commercial Recovery

• Monitor engagement health signals across your assigned accounts and intervene before situations deteriorate into formal escalations
• Develop targeted recovery plans that address root causes — not surface-level complaints — and execute them at pace
• Identify and close expansion opportunities inside at-risk accounts where trust has been rebuilt and appetite exists
• Track and report weekly on case outcomes, revenue protected, churn signals, and patterns requiring broader operational attention
• Operate As a Senior Advisor, Not Just a Handler
• Lead live advisory sessions with founders — providing direct, implementation-focused guidance across offer, outbound, pipeline, and execution where relevant
• Advise on go-to-market strategy, offer positioning, and 90-day execution priorities when clients need more than just relationship management
• Challenge assumptions, reframe thinking, and reset timelines with the kind of directness that only comes from someone who has seen these situations before
• Act as a signal amplifier between clients and internal delivery teams — translating client reality into structured, actionable feedback

Build What Scales

• Contribute to the development of escalation frameworks, retention playbooks, and client risk systems that work beyond your individual caseload
• Identify patterns across accounts that point to broader delivery or operational gaps requiring intervention at leadership level
• Propose and implement process improvements that reduce escalation volume, resolution time, and repeat risk over time

Experience

• 5+ years in client success, account management, consulting, or a senior operational role within a high-growth, agency, or tech-enabled environment
• Proven track record managing complex, escalated, or high-risk client accounts with demonstrable recovery and retention outcomes
• Prior experience operating at or advising founder/C-suite level — not just executing, but influencing decisions under pressure
• Background in at least one of: growth strategy, sales systems, offer development, delivery operations, or scaling advisory
• Direct exposure to cold outbound, go-to-market execution, or B2B sales systems — enough to advise clients credibly, not just manage them
• ***Skills & Competencies***
• Strong diagnostic ability — able to rapidly identify root causes across strategy, execution, expectation, and delivery
• Structured thinker with the ability to build and enforce clear action plans, priorities, and accountability frameworks
• Confident communicator with high emotional intelligence — able to reset expectations, manage difficult conversations, and maintain trust under pressure
• Expert-level negotiation and de-escalation — navigates emotionally and commercially charged situations with composure and precision
• Commercially sharp — understands pricing, business models, and the downstream impact of every client decision
• High executive presence — equally effective on a live Zoom with a frustrated founder as in a written case summary to leadership
• Meticulous documentation discipline — maintains thorough records that support continuity, risk management, and process improvement

***Mindset & Behavioural Fit***

• Senior ownership mentality — operates independently, takes full accountability for outcomes, and doesn't wait to be managed
• Comfortable in ambiguity and fast-moving environments — adapts quickly without losing structure or composure
• Solutions-oriented under pressure — approaches escalations with clarity and a bias toward resolution, not escalation
• AI-native or highly AI-fluent — actively uses AI tools to enhance output quality, response speed, and documentation efficiency
• Discreet, professional, and exercises sound judgment in sensitive, confidential, and commercially significant situations
• Proactive risk detector — spots churn and engagement signals early and acts before situations deteriorate

You Will Probably Not Fit If

• You need a calm, predictable caseload with clear escalation paths above you
• You are a strong advisor in structured environments but lose composure when clients push back hard
• You measure success by sessions delivered, not by commercial outcomes protected
• You are more comfortable executing a playbook than writing one
• You need significant ramp time before taking ownership of live, high-stakes situations
• You are looking for a traditional CSM or account management role — this is not that

What You Get

• Competitive compensation tied directly to retention, recovery, and expansion outcomes you own
• Fully remote — US, UK, UAE, Canada, or Australia
• Full-time, stable role at a profitable bootstrapped company — no runway anxiety, no pivots every quarter
• Direct line to senior leadership that has built and scaled products past $100M in revenue
• Real growth track — perform in this seat and the scope expands: team lead, broader Special Operations ownership, or a cross-functional senior role