Location: Remote — EST working hours
About B2B Rocket
B2B Rocket is an AI-powered sales automation platform that helps B2B companies scale outbound, book qualified meetings, and grow predictable pipeline. We combine intelligent software with managed expertise to deliver real ROI.
Our mission: make outbound a predictable growth engine for every client.
Role Summary
As a VIP Relationship Manager (CSM), you’ll be the primary point of contact for our portfolio of clients. You won’t be running day-to-day campaign execution (that’s the GTM Engineers’ role) — your responsibility is to own the client relationship, ensure they see measurable value, and drive retention, renewals, and upsells.
You’ll lead weekly strategy calls, provide responsive Slack/Intercom support, monitor health metrics daily (NPS, meetings booked, usage), and coordinate with GTM Engineers to keep campaigns delivering. Ultimately, your north star is retention, client happiness, and expansion.
What You’ll Do
Client Relationship & Communication
* Lead weekly strategy/review calls with assigned accounts.
* Provide responsive day-to-day support via Slack Connect and Intercom.
* Act as the trusted advisor and executive POC for VIP accounts.
* Ensure proactive communication: share weekly performance summaries, experiments, and campaign insights.
Retention & Renewals
* Monitor early-warning triggers daily (meeting declines, deliverability risks, NPS drops, low engagement).
* Ensure NPS minimums are maintained across accounts.
* Execute save strategies before problems escalate.
* Own renewal conversations — pitch managed-service upgrades, and if declined, secure same-cost renewals to protect retention.
* Identify and drive upsell opportunities (more mailboxes, premium services, expansions).
Strategic Oversight
* Partner with GTM Engineers to align ICP, sequencing, personalization, and experimentation strategy.
* Translate campaign metrics into clear business impact narratives for client executives.
* Run Quarterly Business Reviews (QBRs) with ROI-focused presentations.
* Ensure campaign learnings feed into pod playbooks and leadership-level strategy.
Feedback & Insights
* Gather structured client feedback and escalate recurring issues to Product/Leadership.
* Help shape standardized retention playbooks and renewal frameworks.
* Surface objection/reply trends from campaigns to inform broader GTM strategy.
Requirements
* 2+ years in B2B SaaS Account Management, Customer Success, or Relationship Management.
* Cold email campaign experience required — must understand sequencing, personalization, deliverability basics, and outbound strategy.
* Proven track record of retention, renewals, and upsells with mid-market or enterprise accounts.
* Strong executive presence — comfortable leading client strategy calls and managing escalations.
* Familiarity with Slack, Intercom, HubSpot, Instantly, Clay, or similar tools.
* Strong problem-solving skills and ability to directly call clients when needed to resolve issues.
Preferred Skills
* Experience working alongside technical delivery teams (SDRs, GTM Engineers, CS Ops).
* Background in lead generation, marketing services, or outbound SaaS.
* Ability to analyze campaign performance data and explain ROI clearly.
* History of exceeding retention, expansion, and NRR targets.
Why Join Us
* Be the face of B2B Rocket for our highest-value VIP clients.
* Competitive pay with retention/expansion incentives.
* Work in structured pods with GTM Engineers, backed by automation + reporting systems.
* Join a fast-growth SaaS company with the opportunity to define playbooks and scale global client success.
* Remote-first with a global, high-performance team.