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