We're looking for a full-time Head of Fulfillment/Delivery to join our fast-growing team at Impact Clients.
If you love building teams, thrive in high-performance environments, and want to own a business unit end-to-end,
keep reading.
Key Responsibilities:• 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
RequirementsRequirements
You must have:
• 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
WHO THIS IS FOR
• Natural operators who own outcomes end-to-end
• Ex-founders who'd rather operate someone else's business than build another one from zero
• Builders excited to help scale to 9 figures
• People who stay calm in client fires and escalations
• Mentors who love developing team members
• Highly accountable, detail-oriented operators
🚫 WHO THIS IS NOT FOR
People who avoid difficult conversations
Anyone with another full-time job
People who struggle with deadlines or fast execution
Anyone resistant to feedback and growth
Benefits Compensation & Benefits
• Negotiable compensation based on experience, we are open
• Base salary negotiable based on experience
• Performance-based commission opportunities
• Potential equity upside
Next StepsIf this role excites you:
- Submit your resume.
- Record a 3-5 minute Loom video introducing yourself and answering:
- Why should we hire you?
- What's your experience with leading client success teams?
- Share an example where you successfully handled a save call or refund/chargeback scenario.
- Share an example where you coached a team member to perform better.
- Why do you believe you'll thrive in a fast-paced, growth-driven environment?
Applications are reviewed on a rolling basis. If selected, you'll hear from us within 24-48 hours.
