Director of Client Operations & Experience

Role:

• Title: Director of Client Operations & Experience
• Department: Operations
• Reports To: Co-founder
• Classification: Employee (full time, exempt)
• Location: Fully remote position, must be based in the United States
• Travel: Ability to travel 5-10% of the time (discretionary based on business needs)

About Us

We are revolutionizing B2B sales through groundbreaking research and innovative training solutions. Founded in 2022 by the team behind some of the most notable sales books of the last few decades, including The JOLT Effect, The Activator Advantage, and The Challenger Sale. Our biggest B2B sales study analyzed 2.5M sales calls globally, uncovering critical insights into why deals stall and how to prevent "no decision" outcomes. We're a company with ambitious growth goals at an exciting inflection point in our journey.

Role Summary

We’re looking for a proactive and highly driven Director of Client Operations & Experience to help us shape and manage how we deliver for clients, refine and maintain our systems and processes, and support our people. This is a high-visibility leadership role at the heart of our business, working closely with our co-founders (CEO & COO) to build and cultivate the operational foundation for our next stage of growth. The ideal candidate will be a strategic and creative thinker with a proactive, self-starter mentality who enjoys the excitement of and opportunities afforded by a boutique, high-growth organization.

Core Responsibilities

There are elements of this that will shift over time, both as a reflection of the business growth opportunity and as you yourself grow with added experience.

People

Help manage our team of vendors, partners, faculty, and contractors, extending our capacity to operate at the highest level. This goes beyond direct management (though may include management of other individuals over time), requiring an ability to plan, strategize, orchestrate, and influence a portfolio of human capital needs, spend, and execution.

• Lead HR administration, onboarding, and benefits management in partnership with our HR vendors/partners.
• Conduct ad hoc support for co-founders on various strategic initiatives

Operations

Evolve and maintain our procedures, policies, and systems to document, solidify, and improve our operational efficiency.

• Oversee financial operations, working closely with our bookkeeping, tax, and accounting partners, to ensure efficient and effective accounting processes, accounts receivable and payable, and financial reporting.
• Manage internal company systems, knowledge management tools, and other technology platforms used to run the business (e.g. Google Workspace, HubSpot, Kajabi, Slack, Zoom, Box, Squarespace, etc).
• Support the team as we manage and build our revenue forecast

Client Experience

Operationalize the post-sale client experience. Work internally and externally to ensure our pre-sales expectations reflect our capabilities, our promises fulfilled, and clients feel great about working with us.

• Drive smooth client onboarding, from contract to kickoff.
• Oversee e-learning programs, reporting, and client engagement strategies.
• Support and coordinate with our faculty managers and/or facilitators, ensuring they’re equipped to deliver exceptional training experiences or advisory services.
• Partner with sales and marketing to support prospect- and client-facing initiatives.

Qualifications

• 7+ years of experience in operations, client success, or a related field.
• A moderate level of financial acumen and strong project management skills. People management experience is a plus.
• Strong communicator with a proven ability to manage systems, processes, and cross-functional workflows.
• Exceptional attention to detail and organizational skills.
• Experience with tools like Google Workspace, QuickBooks, Kajabi, Squarespace, HubSpot, and/or Slack is a plus.

Compensation and Benefits

• Competitive base salary, plus an annual bonus tied to performance
• 401k plan
• Comprehensive health benefits package
• Remote work environment with flexible travel arrangements
• Direct access to and support from senior leadership
• Opportunity to shape the future of a rapidly growing organization and expand into different roles as the company grows

We are an Equal Opportunity Employer. It is our policy to provide equal employment opportunities to all applicants and employees without regard to race, color, creed, religion, sex, sexual orientation, gender identity, marital status, citizenship status, age, national origin, ancestry, disability, veteran status, or any

other legally protected status.