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 on KYC, payments, payouts, and go-live matters

• 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 daily

• You make decisions and move without waiting for permission

• Organized enough to track multiple customers, multiple workstreams, and multiple deadlines without dropping things

• Comfortable with modern tools/softwares (Slack, ClickUp, Telegram, etc.)

• Bonus: OnlyFans/OFM, adult, crypto, gambling or creator economy experience

• Bonus: marketing experience (email campaigns, social media, website management)

• Bonus: management experience or experience running your own project/business

What We Offer:

• Full-time role, $4,000-8,000/month USD depending on experience

• Performance-based compensation (revenue share on platform growth you drive) for the right person

• Long-term stability - profitable company for 5+ years

• Remote-first, async-first culture with fast decision-making

• Direct access to the CEO, real ownership, and a clear path to a leadership position as the company scales

• You'll have visibility into every part of the business from day one

Timezone:

Must be between GMT+0 (e.g. UK) and GMT+8 (e.g. Bali), or willing to work those hours.

To apply: https://weworkremotely.com/remote-jobs/socialware-head-of-customer-success-operations