Client Success Manager (Cold Email, Campaign Management & Retention) – Remote
Position Type: Full-Time, Remote
Working Hours: Flexible, with availability for client meetings during U.S. business hours
About the Role
At Pavago, one of our clients is hiring a Client Success Manager to own client relationships, cold email campaign performance, retention, and delivery after a client signs.
This is not a traditional project management or support-only role. You’ll be accountable for both the client relationship and the performance of their outbound campaigns.
You’ll own:
- Client success and account management
- Cold email campaign performance
- Deliverability and inbox placement
- Client retention and churn prevention
- Campaign troubleshooting and optimization
- Delivery processes and operational execution
You’ll manage approximately 20–30 active clients while working closely with founders, developers, and outreach teams.
If you have hands-on experience with cold email, lead generation, deliverability, and client success, this role is a strong fit.
What You’ll Own
Client Success & Account Management
- Serve as the primary point of contact for 20–30 active clients
- Lead onboarding, client calls, check-ins, and ongoing communication
- Manage expectations and provide clear campaign updates
- Monitor account health and proactively identify potential risks
- Build strong relationships with founders, executives, and client stakeholders
- Resolve concerns before they become retention issues
- Own overall client satisfaction, retention, and churn prevention
Cold Email Campaign Management & Optimization
- Monitor and improve outbound cold email campaigns
- Diagnose underperforming campaigns and determine root causes
- Troubleshoot:
- Deliverability issues
- Inbox placement
- List quality
- Targeting
- Email copy
- Reply performance
- Quality-check campaigns before launch
- Personally write and optimize cold email copy when needed
- Improve:
- Reply rates
- Positive response rates
- Deliverability
- Overall client outcomes
- Step directly into campaign execution when additional support is required
Email Deliverability & Campaign Infrastructure
- Monitor campaign and inbox health
- Understand cold email infrastructure, warm-up systems, and deliverability fundamentals
- Identify issues affecting sender reputation or campaign performance
- Work with technical teams to troubleshoot infrastructure problems
- Support scalable outbound systems across multiple client campaigns
Client Retention & Performance
- Track client health and identify churn risks early
- Connect campaign performance to measurable client outcomes
- Maintain proactive communication when campaigns underperform
- Develop action plans to improve struggling accounts
- Ensure clients understand performance, progress, and next steps
- Build long-term relationships that support strong retention
Processes, Systems & Documentation
- Build and improve client success and delivery playbooks
- Document campaign workflows and operating procedures
- Track:
- Client health
- SLAs
- Delivery timelines
- Campaign performance
- Outstanding issues
- Improve operational consistency as the company scales
- Identify bottlenecks and implement practical solutions without slowing execution
Cross-Functional Collaboration
- Work closely with developers on technical and infrastructure issues
- Coordinate with outreach teams on targeting, campaign execution, and optimization
- Report to leadership on:
- Client health
- Retention risks
- Campaign performance
- Operational bottlenecks
- Ensure delivery execution remains aligned with company growth goals
Required Experience & Skills
Must-Have
- Experience in:
- Client Success
- Account Management
- Client Delivery
- Campaign Management
- Previous experience with a:
- Cold email agency
- Lead generation company
- Outbound sales/growth agency
- Hands-on knowledge of:
- Cold email strategy
- Email deliverability
- Warm-up systems
- Inbox placement
- Campaign optimization
- Cold email copywriting
- Ability to personally write and optimize cold email copy
- Experience diagnosing underperforming outbound campaigns
- Strong understanding of APIs, automations, campaign infrastructure, and data flows
- Comfortable using AI tools for day-to-day work
- Strong written and verbal English communication
- Excellent organizational and problem-solving skills
- Comfortable working in fast-moving startup environments
Nice to Have
- Hands-on experience with:
- Instantly
- Smartlead
- Clay
- Apollo
- HubSpot
- Experience managing high-volume outbound campaigns
- Familiarity with:
- SPF
- DKIM
- DMARC
- DNS configuration
- Email infrastructure
- Experience scaling client delivery within an agency or startup
- Experience managing relationships with founders and executive-level clients
What Makes You a Strong Fit
- You understand both client success and cold email execution
- You can talk confidently with clients and troubleshoot campaigns yourself
- You proactively identify churn risks instead of waiting for complaints
- You’re comfortable operating without perfectly defined processes
- You solve problems quickly and take ownership through resolution
- You communicate confidently with founders and executives
- You care about measurable outcomes, not just activity
- You thrive in startup environments where priorities and systems evolve quickly
What a Typical Day Looks Like
You might start by reviewing client health, campaign performance, deliverability, reply rates, and accounts requiring attention.
Throughout the day, you’ll join client calls, troubleshoot campaign issues, optimize email copy or targeting, coordinate with developers and outreach teams, and follow up on outstanding client needs.
You’ll also monitor potential churn risks, update documentation, and improve processes as new operational challenges emerge.
In short: you own the relationship and the results—keeping clients satisfied, campaigns performing, and delivery running smoothly.
Key Metrics for Success
- Client retention rate
- Reduction in client churn
- Client satisfaction and account health
- Cold email reply and positive response rates
- Deliverability and inbox placement health
- Campaign performance improvements
- SLA adherence
- Speed of issue resolution
- Consistency of client communication
- Measurable client outcomes
Tools & Platforms
- Instantly
- Smartlead
- Clay
- Apollo
- HubSpot
- Cold email and deliverability platforms
- CRM and outreach systems
- AI productivity tools
- Slack
- Google Workspace
- Project management tools
Why This Role Stands Out
- Direct ownership of both client retention and campaign performance
- Work closely with founders and company leadership
- Hands-on exposure to advanced cold email and outbound growth systems
- Opportunity to help build client success processes from the ground up
- Fast-moving startup environment with significant autonomy
- Fully remote with flexible working hours
- Growth opportunities into:
- Head of Client Success
- Client Success Leadership
- Growth Operations
- Operations Leadership
Interview Process
- Initial Screening
- Interview with Founder
- Final Discussion
- Offer & Onboarding
Apply Now
If you have hands-on cold email experience, know how to manage client relationships, can troubleshoot campaign performance, and take ownership of retention and delivery, we’d love to hear from you.
Apply today and help build high-performing outbound campaigns while creating long-term client relationships.
#ClientSuccessManager #CustomerSuccess #ColdEmail #EmailDeliverability #LeadGeneration #AccountManagement #ClientRetention #Smartlead #Instantly #Clay #OutboundSales #RemoteJobs #RemoteWork
