Outbound Performance & Client Success Lead

Outbound Performance & Client Success Lead

We're hiring an execution-focused Outbound Performance & Client Success Lead to take full ownership of client performance, retention, and outbound campaign success inside a fast-growing cold email agency.

This is not a passive account management role. You are directly responsible for:

• campaign performance,
• deliverability health,
• client retention,
• optimization,
• and long-term account growth.

You will manage 20–30 active client accounts while ensuring cold email campaigns are:

• technically sound,
• landing in inboxes,
• generating qualified meetings,
• and continuously improving.

If a campaign underperforms, you diagnose the issue and fix it. If a client is at risk, you step in early and take ownership.

This role is ideal for someone who deeply understands outbound systems, deliverability, messaging, and client communication — while thriving in fast-moving startup environments.

Client Ownership & Retention

• Serve as the primary point of contact for 20–30 active clients
• Lead performance-focused client calls and account reviews
• Build strong client relationships centered around measurable outcomes
• Monitor account health and proactively identify churn risks
• Maintain high client retention and account satisfaction
• Clearly explain:
• campaign performance,
• deliverability,
• pipeline impact,
• and optimization strategies
• Set realistic expectations and align conversations around results

Cold Email Performance & Optimization

• Ensure campaigns are properly configured before launch, including:
• domains,
• inbox setup,
• deliverability,
• targeting,
• and sequencing
• Monitor:
• inbox placement,
• reply rates,
• sender reputation,
• and deliverability health
• Diagnose underperforming campaigns and identify root causes
• Improve:
• targeting,
• personalization,
• messaging,
• and conversion performance
• Optimize cold email copy when reply or booking rates decline
• Run structured tests to improve:
• replies,
• booked meetings,
• and pipeline generation
• Focus on real business outcomes — not vanity metrics

Systems, Documentation & Operational Scaling

• Help improve delivery systems and operational workflows as the company scales
• Maintain organized tracking for:
• client health,
• SLAs,
• campaign performance,
• and retention
• Build practical internal documentation and playbooks
• Use AI tools and automation to improve:
• reporting,
• workflow efficiency,
• and operational consistency
• Bring structure and clarity to fast-moving startup systems

Founder Collaboration & Strategic Oversight

• Work directly with the founder and outreach team
• Provide clear updates on:
• client health,
• campaign performance,
• risks,
• and retention trends
• Share optimization insights and operational recommendations
• Proactively solve delivery or performance issues before escalation
• Support long-term client growth and operational scalability

Required Experience & Skills

• Experience managing accounts inside:
• cold email agencies,
• outbound lead generation agencies,
• or outbound-focused startups
• Strong understanding of:
• deliverability,
• inbox placement,
• sender reputation,
• and outbound infrastructure
• Hands-on experience improving underperforming outbound campaigns
• Ability to write and optimize cold email copy
• Experience using:
• outbound tools,
• automation platforms,
• CRMs,
• and reporting dashboards
• Practical use of AI tools to improve outbound operations and workflows
• Strong analytical and troubleshooting abilities
• Clear and professional English communication skills
• Availability during U.S. time zone overlap

Preferred Qualifications

• Experience managing 20+ client accounts simultaneously
• Startup or high-growth agency experience
• Experience creating:
• playbooks,
• SOPs,
• or operational systems
• Familiarity with deliverability monitoring tools
• Experience supporting revenue-focused outbound programs

What Makes You a Great Fit

• You take ownership instead of waiting for direction
• You stay calm and solution-focused under pressure
• You understand both:
• the technical side of cold email,
• and the messaging side
• You communicate confidently with founders and executives
• You care about measurable business outcomes
• You thrive in fast-paced startup environments with evolving systems

What a Typical Day Looks Like

Your day may include:

• Reviewing campaign metrics and inbox health
• Identifying accounts needing optimization
• Improving messaging, targeting, or deliverability setup
• Leading client strategy and performance calls
• Updating internal tracking dashboards
• Collaborating with outreach and technical teams
• Improving workflows and documentation
• Addressing churn risks proactively

In short: You own campaign performance, client retention, and outbound delivery quality while helping build the systems that allow the business to scale confidently.

Key Metrics for Success (KPIs)

• Client retention and churn reduction
• Deliverability health and inbox placement
• Qualified meetings booked
• Pipeline contribution and campaign performance improvement
• SLA consistency and operational reliability
• Client satisfaction and account growth

Why This Role Stands Out

• High ownership and direct impact on client outcomes
• Opportunity to shape systems and delivery processes in a scaling startup
• Work closely with founders and leadership
• Blend of:
• client success,
• outbound strategy,
• deliverability,
• and performance optimization
• Remote flexibility with long-term growth potential

Interview Process

• Initial Screening