Senior Client Operations Advisor / Special Operations

About this role

The Seat
You are not here to check in, chase updates, or run sessions by script.
You are here to walk into the most complex, high-stakes client situations in the business — diagnose what is actually broken, reset the relationship, and drive outcomes that protect both the client and the company.
This is a Special Operations seat. That means you get the cases no one else can close, the clients closest to the edge, and the expectation that you figure it out — fast, professionally, and without needing to be managed through it.
In the early weeks you will be close to the ground — understanding the client base, reading the risk signals, and getting a clear picture of what is working and what is not. That proximity is the input. The outcomes you drive from it are the job.
You report into senior leadership. You own your cases. You own the results.

The Company
AI Acquisition is a multi-8-figure business helping founders and operators scale with AI. 3,000+ clients. 200+ mastermind participants. A sales and delivery engine built for speed and scale.
Growth is happening faster than most companies ever see. This seat exists because the client base is scaling, the complexity per account is rising, and we need someone senior enough to operate at the intersection of retention, strategy, and commercial recovery — without hand-holding.
Requirements
What You Actually Do
Own the hardest client situations:
Take full ownership of complex, escalated, or high-risk client accounts — from first signal through to resolution — applying structured thinking at every stage
Diagnose the root cause behind every at-risk engagement: is it strategy, execution, expectation misalignment, or delivery failure — and build the right intervention accordingly
Lead high-stakes conversations at founder and C-suite level — resetting expectations, rebuilding trust, and redirecting momentum toward outcomes
Maintain meticulous case records that support accountability, continuity, and pattern recognition across the portfolio
Drive retention and commercial recovery:
Monitor engagement health signals across your assigned accounts and intervene before situations deteriorate into formal escalations
Develop targeted recovery plans that address root causes — not surface-level complaints — and execute them at pace
Identify and close expansion opportunities inside at-risk accounts where trust has been rebuilt and appetite exists
Track and report weekly on case outcomes, revenue protected, churn signals, and patterns requiring broader operational attention
Operate as a senior advisor, not just a handler:
Lead live advisory sessions with founders — providing direct, implementation-focused guidance across offer, outbound, pipeline, and execution where relevant
Advise on go-to-market strategy, offer positioning, and 90-day execution priorities when clients need more than just relationship management
Challenge assumptions, reframe thinking, and reset timelines with the kind of directness that only comes from someone who has seen these situations before
Act as a signal amplifier between clients and internal delivery teams — translating client reality into structured, actionable feedback
Build what scales:
Contribute to the development of escalation frameworks, retention playbooks, and client risk systems that work beyond your individual caseload
Identify patterns across accounts that point to broader delivery or operational gaps requiring intervention at leadership level
Propose and implement process improvements that reduce escalation volume, resolution time, and repeat risk over time

Requirements
Experience
5+ years in client success, account management, consulting, or a senior operational role within a high-growth, agency, or tech-enabled environment
Proven track record managing complex, escalated, or high-risk client accounts with demonstrable recovery and retention outcomes
Prior experience operating at or advising founder/C-suite level — not just executing, but influencing decisions under pressure
Background in at least one of: growth strategy, sales systems, offer development, delivery operations, or scaling advisory
Direct exposure to cold outbound, go-to-market execution, or B2B sales systems — enough to advise clients credibly, not just manage them
Skills & Competencies
Strong diagnostic ability — able to rapidly identify root causes across strategy, execution, expectation, and delivery
Structured thinker with the ability to build and enforce clear action plans, priorities, and accountability frameworks
Confident communicator with high emotional intelligence — able to reset expectations, manage difficult conversations, and maintain trust under pressure
Expert-level negotiation and de-escalation — navigates emotionally and commercially charged situations with composure and precision
Commercially sharp — understands pricing, business models, and the downstream impact of every client decision
High executive presence — equally effective on a live Zoom with a frustrated founder as in a written case summary to leadership
Meticulous documentation discipline — maintains thorough records that support continuity, risk management, and process improvement
Mindset & Behavioural Fit
Senior ownership mentality — operates independently, takes full accountability for outcomes, and doesn't wait to be managed
Comfortable in ambiguity and fast-moving environments — adapts quickly without losing structure or composure
Solutions-oriented under pressure — approaches escalations with clarity and a bias toward resolution, not escalation
AI-native or highly AI-fluent — actively uses AI tools to enhance output quality, response speed, and documentation efficiency
Discreet, professional, and exercises sound judgment in sensitive, confidential, and commercially significant situations
Proactive risk detector — spots churn and engagement signals early and acts before situations deteriorate
You Will Probably Not Fit If:
You need a calm, predictable caseload with clear…