Head of Customer Success & Operations

Headquarters: Remote URL: https://fansmetric.com We're looking for a sharp, high-agency operator to take ownership of customer onboarding, growth, and business operations at a profitable SaaS platform in the creator economy. Your primary job is getting customers live on our platform and generating revenue - then driving adoption, retention, and growth from there. This is a full-time, long-term role (not freelance or part-time). You'll work directly with the CEO and be a key business-side hire outside of product/engineering. Exposure to adult industry / creator economy - you need to be genuinely comfortable with that. What You'll Do: Own the full customer onboarding process end to end - from signup to first revenue Be the primary point of contact for customers during setup and early usage Coordinate with the product and engineering team Chase when things stall - nothing sits untouched for days Build repeatable onboarding playbooks where none currently exist Communicate product updates and new features to existing customers - if we ship something and nobody uses it, that's your problem Set up and run customer communication (product updates, announcements, tips) Own the company's marketing presence - website, social media, email, content Build repeatable acquisition channels (affiliates, content, outbound, events, partnerships) Manage vendor and partner relationships as needed Identify operational gaps and build processes to fix them before they become problems Requirements: 2+ years experience in operations, customer success, account management, or a generalist startup role You've onboarded clients or customers onto a product/agency before - you know what the process looks like and what goes wrong SaaS, startup, or fast-moving online industry experience (creator economy, crypto, web3, e-commerce, gaming) - you understand the pace and chaos of early-stage Fluent written/verbal English - you'll be writing emails to & calling with customers, partners, and stakeholders da