Outbound Performance & Client Success Lead

Outbound Performance & Client Success Lead – Cold Email | Remote

At Pavago, one of our clients is hiring an Outbound Performance & Client Success Lead to own client performance, retention, and cold email campaign success inside a fast-growing outbound agency.

This is not a passive account management role. You'll manage 20–30 active client accounts and be directly accountable for ensuring campaigns are technically sound, reaching inboxes, generating qualified meetings, and continuously improving.

You'll combine client success, cold email strategy, deliverability, copywriting, campaign optimization, and operations to drive measurable results.

If a campaign underperforms, you diagnose the problem and help fix it. If a client is at risk, you identify it early and take ownership.

What You'll Own

Client Success & Retention

• Serve as the primary point of contact for 20–30 active clients
• Lead client check-ins, strategy calls, and performance reviews
• Build strong relationships centered around measurable outcomes
• Monitor account health and proactively identify churn risks
• Step in early when performance or client satisfaction declines
• Clearly communicate campaign results, deliverability health, pipeline impact, and optimization plans
• Set realistic expectations and maintain alignment around results
• Identify opportunities to strengthen and grow client accounts

Cold Email Performance & Optimization

• Own campaign performance across assigned client accounts
• Ensure campaigns are properly configured before launch, including:
• Domains and inboxes
• Deliverability setup
• Targeting
• Sequencing
• Messaging
• Monitor reply rates, inbox placement, sender reputation, and overall campaign health
• Diagnose underperforming campaigns and identify root causes
• Improve targeting, personalization, messaging, and conversion performance
• Write and optimize cold email copy
• Test subject lines, hooks, CTAs, offers, and sequences
• Run structured experiments to improve replies, meetings booked, and pipeline generated
• Focus on real business outcomes rather than vanity metrics

Deliverability & Outbound Infrastructure

• Monitor inbox placement and deliverability health
• Understand sender reputation, domain health, and outbound infrastructure
• Identify technical issues affecting campaign performance
• Troubleshoot deliverability problems independently where possible
• Coordinate with outreach and technical teams when deeper infrastructure changes are needed
• Ensure outbound campaigns follow strong deliverability practices

Systems, SOPs & Operational Scaling

• Improve campaign delivery systems and operational workflows as the company scales
• Maintain organized tracking for:
• Client health
• SLAs
• Campaign performance
• Retention
• Risks and escalations
• Build and improve internal SOPs, playbooks, and documentation
• Create repeatable processes for campaign optimization and client management
• Use AI and automation to improve reporting, workflows, and operational consistency
• Identify inefficiencies and proactively implement improvements

Founder & Team Collaboration

• Work directly with the founder and outbound team
• Provide clear visibility into client health, campaign performance, risks, and retention trends
• Surface potential problems before they escalate
• Share optimization insights and operational recommendations
• Coordinate with outreach and technical teams to resolve campaign issues
• Support long-term client growth and operational scalability

Must-Have Experience & Skills

• Experience managing client accounts within a cold email agency, outbound lead generation agency, or outbound-focused startup
• Strong hands-on understanding of:
• Cold email campaigns
• Deliverability
• Inbox placement
• Sender reputation
• Outbound infrastructure
• Proven experience diagnosing and improving underperforming outbound campaigns
• Strong cold email copywriting and messaging skills
• Experience optimizing targeting, personalization, and sequences
• Experience using outbound tools, automation platforms, CRMs, and reporting dashboards
• Practical experience using AI tools to improve outbound workflows and operations
• Strong analytical and troubleshooting skills
• Excellent written and verbal English communication
• Confidence communicating directly with clients, founders, and executives
• Ability to manage multiple accounts and priorities simultaneously
• Availability during U.S. time zone overlap

Nice to Have

• Experience managing 20+ client accounts simultaneously
• Startup or high-growth agency experience
• Experience creating SOPs, playbooks, and operational systems
• Familiarity with deliverability monitoring tools
• Experience supporting revenue-focused outbound programs
• Familiarity with platforms such as Instantly, Smartlead, Clay, Apollo, HubSpot, Zapier, or Make

What Makes You a Strong Fit

• You take ownership rather than waiting for direction
• You understand both the technical and messaging sides of cold email
• You can diagnose why a campaign is struggling and develop a clear solution
• You stay calm and solution-focused when performance is under pressure
• You communicate confidently with founders, executives, and clients
• You care about qualified meetings, pipeline, and retention — not vanity metrics
• You proactively identify problems before they become escalations
• You thrive in fast-moving startup environments where systems continuously evolve

What a Typical Day Looks Like

You may start by reviewing campaign metrics and inbox health across your client portfolio, identify accounts requiring optimization, and determine whether performance issues are coming from deliverability, targeting, messaging, or campaign setup.

From there, you might rewrite an underperforming sequence, lead client performance calls, coordinate campaign fixes with the outreach team, update client-health dashboards, and improve an internal SOP.

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

Key Metrics for Success

• Client retention and churn reduction
• Deliverability health and inbox placement
• Qualified meetings booked
• Pipeline contribution
• Campaign performance improvement
• Reply and conversion performance
• Client satisfaction and account health
• SLA adherence and operational reliability
• Long-term account growth

Why This Role Stands Out

• High ownership and direct impact on client outcomes
• Direct collaboration with founders and leadership
• Opportunity to shape delivery systems inside a scaling startup
• Unique blend of client success, outbound strategy, cold email deliverability, and performance optimization
• Direct impact on retention, pipeline, and revenue
• Remote flexibility with long-term growth potential

Interview Process

1. Initial Screening Call
2. Spark