Customer Success Manager - New Jersey
2 days ago
Job description
Client Success Manager (CSM)
Location:
New Jersey (On-site)
|
EST core hours
About
is an AI-powered sales automation platform that helps B2B companies scale outbound, book qualified meetings, and build predictable pipelines. We combine intelligent software with managed expertise to deliver measurable ROI.
Our mission:
make outbound a reliable growth engine for every client.
Role Summary
As a
Client Success Manager (CSM)
, you own outcomes for a portfolio of high-value clients. You are the primary point of contact and trusted advisor, leading onboarding and strategy, aligning campaigns to business goals, and ensuring retention, renewals, and expansion.
Note:
Execution of day-to-day campaign tasks is handled by our GTM Engineers; you drive the strategy, value narrative, and coordination. You can troubleshoot at a high level and mobilize the right internal resources quickly.
What You'll Do
Client Leadership & Communication
- Serve as the executive POC for VIP/enterprise accounts; build long-term, trust-based relationships.
- Lead weekly strategy/review calls; provide responsive support via Slack Connect and Intercom.
- Share concise weekly performance summaries, experiments and next steps; communicate proactively around risks and wins.
Onboarding, Enablement & Strategic Campaign Management
- Lead customer-focused onboarding to ensure rapid time-to-value.
- Guide clients on ICP, sequencing, personalization and experimentation; align AI-driven outbound strategy to goals.
- Train and enable client teams on platform features and best practices; coordinate with GTM Engineers on execution.
Retention, Renewals & Expansion
- Monitor early-warning signals (meeting declines, deliverability risk, usage dips, NPS/CSAT drops) and run save-plays before issues escalate.
- Own renewal motions and identify upsell/expansion opportunities (e.g., additional mailboxes, premium services, new markets).
Insight, Narrative & Product Feedback
- Translate campaign metrics (opens, replies, meetings, pipeline) into clear business impact for client executives.
- Run QBRs with ROI-focused narratives and recommendations.
- Capture structured feedback and partner with Product/Engineering to inform roadmap and platform improvements.
- Contribute to playbooks for retention, renewal, objection handling, and experimentation.
Success Metrics (examples)
- Retention / Renewal rate, NRR/Expansion
- Meetings booked / pipeline influenced
- Campaign health & deliverability (list hygiene, warm-up discipline)
- NPS/CSAT and executive satisfaction
Required Qualifications
- 3+ years in B2B SaaS Customer Success / Account Management / Relationship Management, including VIP/enterprise accounts.
- 2+ years hands-on email campaign experience (cold email or outbound nurture): sequencing, personalization, list hygiene, warm-up, and deliverability best practices.
- Demonstrated track record driving retention, renewals, and upsell/expansion.
- Executive presence with excellent written and spoken English; comfortable leading strategy calls and managing escalations.
- Tool fluency: CRM (HubSpot/Zoho/Pipedrive) and at least one outreach platform (Instantly, Smartlead, Lemlist, Mailshake, Salesloft, Outreach, etc.).
- Strong analytical and problem-solving skills; ability to connect campaign data to business outcomes.
Preferred
- Experience working closely with technical delivery teams (SDRs, GTM Engineers, CS Ops).
- Background in lead generation/marketing services / outbound SaaS.
- Proven ability to build ROI-driven narratives and C-level decks; consistent history of beating retention and NRR targets.
How We Work
- On-site in New Jersey
with
EST core hours
for client/team overlap. - Pod model: you + GTM Engineers + RevOps support; automation and reporting systems behind you.
- Fast feedback loops and a culture of testing, measuring, and iterating.
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