Customer Success Manager

Customer Success Manager (CSM)

Work Environment

This is a hybrid role with a mix of in-office time and remote flexibility.

The office is right off the PATCO train station in Collingswood, NJ, and there’s free parking available as well.

About B2BRocket.ai

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 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.