Head of Customer Success

About the role

fulfilment is our biggest competitive edge — and our biggest responsibility

Head of Fulfilment / Head of Client Success

not

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leadership role for someone who can design, run, and scale an outcome-driven fulfilment engine

Your success will reduce chaos, protect brand trust, increase LTV, and free the founder from daily delivery.

What success looks like (12 months in)

faster, more visible wins

- Ascensions happen naturally and consistently

- Time-to-First-Win (TTFW) goes down

- AM performance is consistent across the board

- Escalations and refund risk reduce

- Client expectations are clear and controlled

- Founder is no longer the final escalation point

Responsibilities

1. Own Client Outcomes (Not Just Delivery)

Take complete ownership of client success metrics:

wins achieved, retention, upgrades, escalations, refunds

one clear outcome at a time

Reduce Time-to-First-Win across cohorts

2. Build & Run the Fulfilment Operating System

Design and manage outcome-based delivery (tracks / sprints / sequencing)

Create clear fulfilment rules to prevent scope creep

Standardise what happens in the first 7, 30, 60, and 90 days

without dilution of results

3. Lead & Manage the Account Management Team

Own hiring, onboarding, training, and performance of Account Managers

Define AM scorecards focused on outcomes, not activity

Set capacity limits and client tiering

Coach underperforming AMs and make tough calls when needed

4. Run Escalations & Protect the Brand

final escalation owner

Handle difficult conversations with clarity and firmness

Prevent refund situations through early intervention

Balance empathy with business judgment

5. Build & Manage Specialist Support Pods

Set up and manage Marketing, Sales, and Tech support pods

unblockers

Control bandwidth, quality, and turnaround times

6. Drive Retention & Ascension (with Integrity)

Identify clients ready for the next level based on results

Work closely with Sales on warm, outcome-led ascensions

Ensure upgrades feel logical and value-driven, not salesy

7. Data, Reviews & Continuous Improvement

Track fulfilment KPIs weekly (TTFW, wins, escalations, churn)

Run weekly fulfilment reviews

Continuously improve playbooks based on real client behaviour

Translate client feedback into system improvements

Qualifications

Must-Have (Non-Negotiable)

high-ticket education, consulting, coaching, or service delivery

- Has led fulfilment / client success / program delivery at scale

(100+ active clients, multiple AMs or CSMs)

- Has personally handled:

* client escalations

* scope creep

* retention issues

* refunds or churn situations

- Strong people leader with experience managing AMs / CSMs / mentors

“no” to clients

wins, constraints, and sequencing

Strongly Preferred

- Experience at Indian ed-tech / high-ticket coaching companies

- Has worked closely with Sales and Marketing to improve LTV

- Has built or refined delivery playbooks and escalation frameworks

client psychology + operational discipline

WHY JOIN UABILITY

market differentiator

- You will have real authority to design delivery, not just execute orders

- You will work directly with the founder and leadership team

- You will shape how thousands of businesses experience transformation