Head of Operations and Client Success

About ViReal

ViReal is a consumer app growth company. We partner with app founders to drive installs, revenue and distribution through Organic UGC, Microinfluencer Campaigns, and Product Advisory work. We embed alongside founding teams as long-term growth partners.

Our founding team has built, scaled and sold multiple apps and app studios. We're profitable and growing rapidly.

We embed alongside founding teams as long-term growth partners.

The Role

You'll be the operational backbone of the business. Client success, financial operations, documentation, team management, and upward reporting to the CEO and COO.

This is not a standard Head of Operations role - Client management and Success is a key part of what you'll do. You'll own reporting, client calls, escalations, and retention across all active accounts. When performance is mixed or a client is frustrated, you're the person on the call. You frame the problem, present the plan, and hold the relationship together. You don't dump chaos upward. You absorb it, process it, and surface clean, actionable information to leadership.

You'll own financial operations: payments, expenses, reconciliation, filing deadlines, and accountant liaison. Leadership has a clean financial picture at all times.

You'll own documentation and operational infrastructure. SOPs, playbooks, reporting frameworks, Notion hygiene.

Multiple client success problems come from information not flowing properly. You solve that by building systems that make gaps impossible, not by being the person who just knows things.

You'll manage an Ops Associate and the UGC Strategist directly, and you'll hire into the function as the business scales.

Management matters enormously in this role. You set standards, give clear feedback, develop people, and hold them accountable without micromanaging. The team operates better because of you.

You need to be someone who manages upward well, communicates with precision, and builds trust through consistent delivery. Low ego. High ownership. You take things fully off leadership's plate, end-to-end, not partially.

We have initial processes in place. Some work, some don't. You'll assess what exists, fix what's broken, and build what's missing.

Responsibilities

• Own customer success and client management across all active accounts. Reports, calls, escalations, retention.
• Build and maintain client reporting frameworks that are modular and scalable
• Manage difficult client conversations. Underperformance, scope issues, churn risk.
• Own financial operations: payments, expenses, reconciliation, filing deadlines, accountant liaison, etc
• Design and maintain operational documentation and workflows. Notion, SOPs, playbooks, knowledge base.
• Manage multiple team members. Set standards, give feedback, and ensure nothing falls through the cracks.
• Embed AI and automation into operational workflows. Use Claude, scripting, and tooling to build leverage around yourself and the team.
• Report upward to the CEO and COO with clarity and consistency. Absorb complexity, surface clean information.
• Create genuine leverage for leadership by taking things fully off their plate.

Requirements

• Evidence of entrepreneurship or building something independently
• Experience in operations, client success, or delivery management at a services/agency business or a high-ownership startup role
• Has managed multiple direct reports. Can set standards, develop people, and hold accountability without micromanaging.
• Proven track record managing client relationships through underperformance and difficult conversations
• Has reported to a CEO or COO and been accountable for client and business outcomes
• Financial operations competency
• Excellent documentation and process-building skills. Has built SOPs, playbooks, or reporting systems from scratch.
• Outstanding written and verbal communication. Client-facing quality.
• AI-native. Actively uses AI tools and automation in their workflow.
• Familiarity with UGC, creator campaigns, or social media marketing
• Self-motivated. Works to their own standard, not to someone checking on them.
• Low ego. The work ranges from strategic to tedious.
• Remote-first, async environment experience

Additional Information

• Remote-first, work from anywhere
• $60-85K base salary
• Top of Market equity in a business run by a management team with 4 exits between them
• Path to VP or C-Suite as the company scales