VIP Relationship Manager / Client Success Manager (CSM)
B2B Rocket, Collingswood, New Jersey, us, 08108
Overview
B2BRocket.ai 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 VIP Relationship 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 technology and resources as needed. What You’ll Do
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 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)
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
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B2BRocket.ai 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 VIP Relationship 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 technology and resources as needed. What You’ll Do
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 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)
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
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