Client Success Manager - VIP Accounts
Scale Army CareersWorkFromHome, Limpopo, South Africa17 hours ago
Job descriptionMonitor 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). 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. 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. 2+ years in B2B SaaS Account Management, Customer Success, or Relationship Management. Cold email campaign experience required — familiarity with sequencing, personalization, deliverability basics, and outbound strategy. Proven track record of retention, renewals, and upsells with mid-market or enterprise accounts. Comfort leading executive-level strategy calls and managing escalations. Experience with tools such as Slack, Intercom, HubSpot, Instantly, Clay, or similar. Proven ability to directly call clients and resolve issues when needed. Strong problem-solving and communication skills; executive presence. Ability to analyze campaign performance and clearly explain ROI and next steps. Experience working alongside technical delivery teams (SDRs, GTM Engineers, CS Ops). Familiarity with lead generation, marketing services, or outbound SaaS workflows. History of exceeding retention, expansion, and NRR targets is a plus. High client satisfaction and retention across your portfolio. Consistent achievement of renewal and upsell goals. Seamless collaboration with delivery teams to sustain campaign performance. Proactive identification and resolution of client risks. Clear documentation of learnings and processes that improve client experience. Fill in the application form Record a video showcasing your skill sets
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Overview
Our client is an AI-powered sales automation platform that helps B2B companies scale outbound, book qualified meetings, and grow predictable pipeline. They combine intelligent software with managed expertise to deliver real ROI. Their mission is to make outbound a predictable growth engine for every client.
Location : Fully Remote | 9 AM – 5 PM EST
Role Overview
The Client Success Manager (VIP Accounts) will be the primary point of contact for a portfolio of VIP clients. You will own the relationship (not day-to-day campaign execution), ensure clients see measurable value, and drive retention, renewals, and upsells. You’ll lead weekly strategy calls, provide responsive Slack / Intercom support, monitor health metrics daily (NPS, meetings booked, usage), and coordinate with GTM Engineers so campaigns keep delivering. Your north star is client happiness, retention, and expansion.
Responsibilities
- 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
Strategic Oversight
Feedback & Insights
Qualifications
Skills
What Success Looks Like
Opportunity
This is a chance to be the face of VIP client relationships at a fast-growing SaaS company. You’ll work in structured pods with GTM Engineers, backed by automation and reporting systems, and influence playbooks and retention strategy. Expect competitive pay with retention / expansion incentives and the opportunity to scale into client success leadership on a global, remote-first team. Apply now!
Application Process
To be considered for this role these steps need to be followed :
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Account Manager • WorkFromHome, Limpopo, South Africa
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