Head of Customer Success & Operations
Role Overview
This senior-level role involves owning customer onboarding, growth, and business operations for a SaaS platform in the creator economy. Day-to-day responsibilities include managing the full onboarding process from signup to first revenue, serving as the primary customer contact, coordinating with product and engineering teams, building repeatable playbooks, and handling marketing and acquisition channels. The hire will work directly with the CEO, have significant ownership, and impact customer retention and platform growth.
Perks & Benefits
The role offers a full-time remote position with a salary of $4,000-8,000/month USD, plus performance-based compensation such as revenue share. It provides long-term stability in a profitable company, a remote-first, async-first culture with fast decision-making, direct access to the CEO, and a clear path to leadership. Time zone requirements are between GMT+0 and GMT+8, with flexibility for those willing to work those hours.
Full Job Description
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
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