Head of Operations & Client Success Full Time

Role Summary

Cloud37 is an AI-powered platform company at a pivotal stage of growth. With a lean, high-performing team, the business has established early product-market fit and is now preparing to scale aggressively over the next 12–18 months. The company sits at the intersection of technology, client impact, and innovation—requiring a leader who can translate vision into execution.

This hire represents a mission-critical inflection point for the company. Today, the CEO is deeply embedded in client management, operations, and growth—creating a bottleneck to scale. The Head of Operations will step in as the central operator and force multiplier, taking ownership of client success, operational infrastructure, and revenue expansion.

This is not a traditional Head of Ops role. It is a hybrid operator-builder who can:

• Build operational systems from scratch
• Own and elevate client relationships
• Translate client needs into scalable product innovation
• Drive business development and revenue growth

Success in this role means freeing the CEO to focus on vision and strategy while transforming Cloud37 into a scalable, product-driven growth engine.

Success Outcomes

1. Build Operational Excellence & Client Success Engine

To scale effectively, Cloud37 must transition from founder-led execution to structured, repeatable operations. This leader will build and own the systems that ensure exceptional client delivery and long-term retention.

Key Responsibilities:

• Take full ownership of all client relationships, serving as the primary point of contact for success, delivery, and growth.
• Design and implement scalable operational infrastructure (project management, delivery workflows, communication cadence).
• Establish client success frameworks, KPIs, and reporting to ensure measurable outcomes and retention.
• Identify and drive upsell and cross-sell opportunities within the existing client base.
• Build internal alignment around client needs, fostering a company-wide culture of client advocacy.

2. Translate Client Needs into Scalable Product Innovation

Cloud37’s long-term value lies in evolving from customized solutions to scalable, repeatable products. This leader will serve as the bridge between clients and product development.

Key Responsibilities:

• Analyze client use cases, pain points, and requests to identify patterns and product opportunities.
• Partner with product and engineering to convert insights into scalable platform features.
• Develop and influence the product roadmap based on highest-impact opportunities.
• Pilot new capabilities with select clients and iterate based on feedback.
• Position new features and innovations across the client base to drive adoption and value.

3. Drive Revenue Growth & Market Expansion

With early traction established, the next phase of growth requires a more intentional and structured approach to business development.

Key Responsibilities:

• Build and execute a go-to-market strategy targeting ideal customer profiles and high-value segments.
• Own the sales pipeline from prospecting through close, including proposals and deal strategy.
• Position Cloud37 as a strategic partner (not just a technology provider) through consultative selling.
• Develop partnerships, referral channels, and strategic alliances to expand reach.
• Track and optimize key growth metrics (pipeline, conversion rates, CAC, LTV).