VIP Relationship Manager / Client Success Manager (CSM)

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 (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.