Note: The job is a remote job and is open to candidates in USA. AI Acquisition is a multi-8-figure business helping founders and operators scale with AI. The Senior Client Operations Advisor / Special Operations role owns complex, escalated, and high-risk client situations, diagnosing root causes, rebuilding trust, and driving retention and commercial recovery. The role also provides strategic advisory support, identifies operational patterns, and develops scalable escalation and retention processes.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- 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
Benefits
- Fully Remote
- Full-time, stable role at a profitable bootstrapped company — no runway anxiety, no pivots every quarter
- Direct line to senior leadership that has built and scaled products past $100M in revenue
- Real growth track — perform in this seat and the scope expands: team lead, broader Special Operations ownership, or a cross-functional senior role
Company Overview