Customer Success Manager || B2B Saas || Email Deliverability || Remote

Key Responsibilities:

1. Customer Success & Account Management

• Own a portfolio of customer accounts and build strong, long-term relationships with key stakeholders.
• Guide customers on ideal customer profiles (ICPs), lead targeting, list quality, email copy, sequencing and campaign strategy.
• Review underperforming campaigns and recommend actionable improvements to reply rates, deliverability and meetings booked.
• Conduct customer onboarding, success planning and regular business reviews.

2. Customer Retention & Churn Prevention

• Monitor customer health, product usage, engagement and revenue signals to identify churn risks.
• Proactively engage at-risk customers and develop retention strategies.
• Manage cancellation, downgrade and renewal conversations, identifying opportunities to retain revenue.
• Analyse customer feedback and churn reasons to improve retention outcomes.

3. Revenue Growth & Account Expansion

• Identify upselling, cross-selling and account expansion opportunities across the Smartlead product ecosystem.
• Drive upgrades, renewals and transitions from monthly to annual subscriptions.
• Build and maintain an account expansion pipeline.
• Improve Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).

4. Product Adoption & Performance Monitoring

• Track customer adoption, sending volume, reply rates, deliverability and campaign performance.
• Re-engage inactive customers and help them achieve their desired business outcomes.
• Establish customer success milestones for the first 30, 60 and 90 days.

5. Cross-functional Collaboration

• Coordinate with Support and Engineering teams to manage customer escalations and communicate resolution updates.
• Share customer feedback, feature requests and product improvement opportunities with the Product team.
• Identify satisfied customers for case studies, referrals and testimonials.

Required Skills & Qualifications:

• 5+ years of experience in Customer Success, Account Management or Client Success within a B2B SaaS environment.
• Proven experience managing customer accounts with retention, renewal and revenue expansion targets.
• Hands-on experience with cold email outreach, outbound sales or lead generation campaigns.
• Strong understanding of email deliverability, campaign sequencing, ICP definition, lead data quality and meeting generation.
• Experience with cold email platforms such as Smartlead, Instantly, Lemlist, Saleshandy or similar tools.
• Familiarity with outbound sales and prospecting tools such as Apollo, Clay and LinkedIn Sales Navigator.
• Demonstrated ability to manage churn risks, improve customer retention and identify upselling or cross-selling opportunities.
• Strong analytical, communication, relationship management and problem-solving skills.
• Experience using CRM and customer success tools to track account health, renewals and expansion opportunities.