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VIP Relationship Manager / Client Success Manager (CSM)
VIP Relationship Manager / Client Success Manager (CSM)Laborintos • New York, New York, .US
VIP Relationship Manager / Client Success Manager (CSM)

VIP Relationship Manager / Client Success Manager (CSM)

Laborintos • New York, New York, .US
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Contamos con un equipo sólido y robusto de consultores especializados en búsqueda y selección de personal, así como en consultoría en diversos temas asociado al Talento Humano en múltiples sectores y países, garantizando de esta manera la prestación de un servicio oportuno y resolutivo a cada una de las empresas que nos confían la selección y / o el entrenamiento de sus profesionales.

Actualmente sumamos más de 10 años de experiencia en el manejo de procesos, tanto individuales como masivos, a nivel local y regional.

Position :   VIP Relationship Manager / Client Success Manager (CSM)

Location : Remote (Location Flexible) - EAST working hours

We’re looking for a highly strategic and client-focused VIP Relationship Manager (CSM) to serve as the primary point of contact for our portfolio of clients. In this role, you won’t handle day-to-day campaign execution — that work is owned by our GTM Engineers — but you will lead the overall client relationship and ensure they receive measurable value.

You will run weekly strategy calls, provide responsive support through Slack / Intercom, track key health metrics (NPS, meetings booked, usage), and collaborate closely with GTM Engineers to keep campaigns performing. Your core mandate is retention, client satisfaction, renewals, and account expansion .

Your Responsibilities Will Include :

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.

  • Formal academic credentials are not required

    • Preferred S kills

  • 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.

    • Location : Remote (Location Flexible) - EST working hours

    Hours : 8 a.m. to 5 p.m. EAST

    Contract type : Contractor

    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.

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