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Head of Fulfillment

  • Remote
    • Singapore, Central Singapore, Singapore
  • $120,000 - $200,000 per year
  • Others

Job description

Location: 

Remote - Operating on EST hours

Reporting To - CEO

Compensation

Base salary: USD $120,000
Performance bonuses tied to NPS, renewals, and upsells
On-target earnings (OTE): USD $156,000–$204,000+

About The Company:

Our client is a fast-growing crypto investment consultancy serving high-net-worth individuals globally. They help investors intelligently capture returns across the full spectrum of permissionless, on-chain markets, delivering structured, non-custodial wealth strategies. In just three years, the firm has generated USD $10M in revenue, placing it among the fastest-growing private companies in its category. The culture is disciplined, high-performance, and outcome-driven, focused on delivering measurable value to every client.

Position Overview:

Our client is seeking a Head of Client Success & Fulfillment to own and scale the post-sale client experience from onboarding through renewal. This role is responsible for ensuring every Member receives premium, white-glove service and achieves clear, measurable outcomes. You will build the systems, teams, and operating cadence required to scale fulfillment while maintaining elite client satisfaction. This role owns retention, renewals, upsells, dispute rates, and NPS, and plays a critical role in shaping the company’s next phase of growth.

Key Responsibilities

  • Own the end-to-end client journey from onboarding through renewal, ensuring consistent white-glove delivery and measurable outcomes.

  • Build and scale a fulfillment engine capable of supporting USD $10M+ per month in managed client value by 2026.

  • Lead, hire, coach, and retain a high-performing fulfillment organisation including CSMs, onboarding specialists, and client success staff.

  • Own client retention, renewals, upsells, dispute rates, and Net Promoter Score (NPS).

  • Design and optimise systems and workflows across HubSpot CSM, ClickUp, and internal tooling to support scalable delivery.

  • Implement data-driven feedback loops to continuously improve the Member experience.

  • Partner closely with Sales and Marketing to improve lifecycle handoffs, renewals, and expansion revenue.

  • Establish clear standards, KPIs, and accountability across all fulfillment operations.

  • Set the cultural tone for calm, decisive, and high-integrity execution under pressure.

Job requirements

  • 8–12 years of professional experience, including 4+ years leading client success, fulfillment, or operations teams.

  • Proven leadership experience in high-ticket consulting, coaching, or business education organisations.

  • Crypto-native mindset or strong interest in blockchain, digital assets, and on-chain markets.

  • Hands-on experience with HubSpot (CRM/CSM), Slack, Google Workspace, and ClickUp.

  • Strong analytical skills with comfort using dashboards, metrics, and NPS to guide decisions.

  • Systems-oriented thinker able to design repeatable, scalable processes without sacrificing service quality.

  • Exceptional communicator who builds trust with clients and cross-functional teams.

  • Calm, accountable, and decisive leadership style, especially in high-pressure environments.

  • Demonstrated ability to hire, coach, and retain high-performing teams.

Nice to Have

  • Prior experience scaling fulfillment teams beyond 15–20+ staff.

  • Exposure to subscription-based or renewal-driven revenue models.

  • Experience working with high-net-worth or institutional clients.

  • Background in fintech, crypto, or financial advisory services.

  • Experience partnering closely with founders or executive leadership teams.

Grab the chance and don't lose it. Apply now!

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