Head of Customer Operations & P&L, Scale & Systems

AI Acquisition; United Kingdom; On-site; GBP 150,000 - 210,000; Full time

Job summary

AI Acquisition is a bootstrapped, multi-entity business operating high-velocity acquisition, coaching, SaaS, and performance marketing. We are founder-led, fast, and commercially driven. We build it, test it, and scale it before others are still planning.

You will own the Customer Success P&L, build an accountability infrastructure from scratch, and directly manage department heads and account managers. This is not advisory; you will be in the org, running it day-to-day.

Qualifications

• You've run a large, metrics-driven operation and turned recurring problems into documented systems the sector matters less than the operating rigor.
• Direct ownership of an account management, client services, or customer success function at scale a large team and a high account volume.
• Verifiable P&L, retention, or margin ownership improved during your specific tenure, with real numbers you can walk us through.
• Built operating infrastructure from scratch not inherited, not fractional.
• In-house operating experience not exclusively consulting or fractional work.
• Managed teams of 30+ with direct reports at manager/lead level.
• High agency and urgency you move before you're asked, and you push back when needed.

Responsibilities

• P&L Ownership — full ownership of the function: targets, retention, expansion, cost-to-serve.
• Operating System — build the accountability infrastructure from scratch: account segmentation by risk, escalation paths, quality guardrails, scorecards, and operating cadence.
• Direct Management — direct management of account management leads and senior operators. Radical clarity on expectations, consequences, and growth.
• Cross-Functional Partnership — partner with sales and delivery leadership on handoffs, capacity planning, and pipeline-to-onboarding flow.
• Hiring & People Ops — partner with People & Talent to build management depth. Define the profiles, set the standard, hold the bar.
• Founder Leverage — free the founders from day-to-day operational firefighting so they can focus on vision, growth, and external relationships.

Job description

AI Acquisition is a bootstrapped, multi-entity business operating high-velocity acquisition, coaching, SaaS, and performance marketing. We are founder-led, fast, and commercially driven. We build it, test it, and scale it before others are still planning.

You will own the Customer Success P&L, build an accountability infrastructure from scratch, and directly manage department heads and account managers. This is not advisory; you will be in the org, running it day-to-day.