Customer Success Manager

Customer Success Manager Collingswood, NJ Job Details Full-time $70,000 - $120,000 a year 6 hours ago Benefits Free parking Health insurance 401(k) Paid time off Work from home Qualifications Objection handling (sales technique) Managing customer accounts Customer relationship building Client onboarding Customer retention Upselling Slack Email marketing campaigns Lead generation English ROI Analysis skills Sales pipeline Marketing campaign management CRM system proficiency Zoho Senior level SaaS Training Account management 2 years Campaign performance reporting Client interaction via phone calls Analytics Full Job Description Customer Success Manager (CSM) Work Environment This is a hybrid role with a mix of in-office time and remote flexibility. The office is right off the PATCO train station in Collingswood, NJ, and there's free parking available as well. 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 Client Success Manager (CSM) , 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.

Note:

Execution of day-to-day campaign tasks is handled by our GTM Engineers; you drive the strategy, value narrative, and coordination. You can troubleshoot at a high level and mobilize the right internal resources quickly. What You'll Do Client Leadership & Communication Serve as the executive POC for VIP/enterprise accounts; build long-term, trust-based relationships. Lead weekly strategy/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 escalate. Own renewal motions and identify upsell/expansion opportunities (e.g., 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/Engineering to inform roadmap and platform improvements. Contribute to playbooks for retention, renewal, objection handling, and experimentation. Success Metrics (examples) 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 / Relationship Management, including VIP/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/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. Preferred Experience working closely with technical delivery teams (SDRs, GTM Engineers, CS Ops). Background in lead generation/marketing services / outbound SaaS. Proven ability to build ROI-driven narratives and C-level decks; consistent history of beating retention and NRR targets. How We Work On-site in New Jersey with EST core hours for client/team overlap.

Pod model:

you + GTM Engineers + RevOps support; automation and reporting systems behind you. Fast feedback loops and a culture of testing, measuring, and iterating.

Pay:

$70,000.00 - $120,000.00 per year

Benefits:

401(k) Health insurance Paid time off Work from home Ability to commute/relocate:

Collingswood, NJ:

Reliably commute or planning to relocate before starting work (Required)

Work Location:

Hybrid remote in Collingswood, NJ