VIP Relationship Manager / Client Success Manager (CSM)

VIP Relationship Manager (CSM) Hybrid · Collingswood, New Jersey 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 VIP Relationship Manager, 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. Day-to-day campaign execution is handled by our GTM Engineers. Your role is to drive strategy, own the value narrative, and mobilize the right internal resources quickly. What You’ll Do Client Leadership & Communication Serve as the executive point of contact for VIP and enterprise accounts; build long-term, trust-based relationships. Lead weekly strategy and 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 escalates. Own renewal motions and identify upsell and expansion opportunities (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 and Engineering to inform roadmap improvements. Contribute to playbooks for retention, renewal, objection handling, and experimentation. Success Metrics 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, or Relationship Management, including VIP or 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, or 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. Nice to Have Experience working closely with technical delivery teams (SDRs, GTM Engineers, CS Ops). Background in lead generation, marketing services, or outbound SaaS. Proven ability to build ROI-driven narratives and C-level decks; consistent history of beating retention and NRR targets. How We Work Hybrid setup: on‑site in Collingswood, NJ (right off the PATCO train station, free parking available) with EST core hours for client and team overlap. Pod model: you work alongside GTM Engineers and RevOps support, backed by automation and reporting systems. Fast feedback loops and a culture of testing, measuring, and iterating. B2BRocket.ai · Collingswood, NJ · Hybrid #J-18808-Ljbffr B2B Rocket