Customer Success Manager (CSM)

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 (3 days/week).

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:

$60,000.00 - $120,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance Volunteer time off Work from home

Work Location:

Hybrid remote in Camden, NJ 08103