Operations Manager - Build & Own

AI Acquisition is a fast-paced, founder-led organisation with a large Customer Success team and a high monthly intake of new accounts. You will be responsible for running the Customer Success organisation day-to-day, owning the P&L, building the accountability infrastructure, and making key decisions.

Key Responsibilities:

• Own the P&L and targets for the Customer Success function
• Build the accountability infrastructure from scratch, including account segmentation, escalation paths, and operating cadence
• Directly manage account management leads and senior operators
• Partner with sales and delivery leadership on handoffs, capacity planning, and pipeline-to-onboarding flow
• Hire and develop management depth with the People & Talent team

Requirements:

• Proven experience running a large, metrics-driven operation
• Direct ownership of an account management, client services, or customer success function at scale
• Verifiable P&L, retention, or margin ownership improvements
• Experience building operating infrastructure from scratch
• Ability to make hard people decisions, such as exits and restructures

Nice to Have:

• Background in a rigorous, systems-driven operations environment
• Experience in agency, advertising, or performance marketing
• Improved retention or reduced churn by a documented, measurable amount

What We Offer:

• Competitive compensation with real authority, accountability, and upside