Operations & Client Success LeadDepartment: Human Resources
Employment Type: Full Time
Location: Atlanta
Reporting To: Teresa
DescriptionAs we continue to grow, we are seeking an Operations & Client Success Lead to help build the infrastructure, accountability, and exceptional client experience needed to support our next stage of growth.
This role serves as the operational backbone of Hire Ventures, ensuring the business runs efficiently while delivering a high-touch, exceptional experience for our clients and team.
This role partners closely with the CEO and Delivery Practice Lead to oversee client success, operational excellence, reporting, systems, capacity planning, and strategic initiatives. The ideal candidate enjoys bringing structure to growing organizations, proactively solving problems, and driving accountability across teams.
This is a role for someone who thrives in a fast-paced entrepreneurial environment and enjoys balancing strategy with hands-on execution.
What You Will Be Doing:Client Success- Own the client experience from onboarding through renewal.
- Ensure new engagements are launched successfully with clear goals, scorecards, and delivery expectations.
- Maintain regular client touchpoints with delivery to proactively identify risks, challenges, and growth opportunities.
- Gather client feedback, testimonials, referrals, and success stories.
- Partner with the Delivery to address concerns and ensure service excellence.
- Monitor client health and satisfaction metrics.
- Support renewals and identify opportunities to expand existing relationships.
- Lead day-to-day business operations and continuous improvement initiatives.
- Facilitate weekly leadership meetings and maintain accountability for priorities.
- Manage company scorecards, KPIs, and OKRs.
- Coordinate quarterly and annual planning processes.
- Build and maintain operational processes and documentation.
- Own Trainual administration and ensure key processes are documented and scalable.
- Improve communication and alignment across teams.
- Partner with the Delivery Practice Lead to ensure consultants have the tools, information, and support needed to succeed.
- Develop and maintain consulting playbooks and operational procedures.
- Support onboarding of employees and contractors.
- Foster collaboration and communication across the team.
- Help create an environment where consultants can do their best work.
- Forecast consultant capacity and future client needs.
- Partner with leadership on workforce planning and internal hiring.
- Harvest project admin, tracking projects and billable and non-billable utilization.
- Identify resource constraints before they impact clients.
- Ensure the internal client engagement processes are efficient from kickoff through project completion.
- Leverage data and reporting to identify trends, opportunities, and areas for improvement.
- Maintain dashboards and operational reporting.
- Oversee HubSpot administration and process optimization.
- Improve automation and workflow efficiencies.
- Ensure data integrity across systems.
- Present meaningful insights and analytics around utilization, revenue, client satisfaction, retention, and capacity to leadership.
Success Measures & QualificiationsSuccess MeasuresSuccess in this role will be measured by:
- High client retention and satisfaction
- Strong consultant utilization and capacity forecasting
- Successful execution of company priorities and OKRs
- Operational efficiency and process improvement
- Timely and accurate reporting
- Leadership accountability and follow-through
- Revenue retention and expansion within existing accounts
- 5+ years of operations, client success, consulting, project management, or business leadership experience.
- Experience building systems, processes, and operational infrastructure.
- Strong analytical, organizational, and problem-solving skills.
- Excellent communication and relationship management abilities.
- Ability to prioritize and manage multiple initiatives in a deadline-driven environment.
- Strong business acumen and ability to influence without direct authority.
- High attention to detail and commitment to customer service.
- Experience within professional services, consulting, recruiting, staffing, or HR.
- Experience with HubSpot or CRM systems.
- Familiarity with EOS, Ninety, Bloom Growth, or OKR frameworks.
- Experience managing recurring revenue client relationships.
- Experience supporting distributed or remote teams.
