Head of Operations & Client Success

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
• 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).