Client Success Manager - VIP Accounts

Scale Army

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.

Key Responsibilities

Client Relationship & Communication

• 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

• Monitor 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).

Strategic Oversight

• 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.

Feedback & Insights

• 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.

Qualifications

• 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.

Skills

• 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.