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VIP Relationship Manager

2 weeks ago

Vancouver, Canada Laborintos Full time

Contamos con un equipo sólido y robusto de consultores especializados en búsqueda y selección de personal, así como en consultoría en diversos temas asociado al Talento Humano en múltiples sectores y países, garantizando de esta manera la prestación de un servicio oportuno y resolutivo a cada una de las empresas que nos confían la selección y/o el entrenamiento de sus profesionales.Actualmente sumamos más de 10 años de experiencia en el manejo de procesos, tanto individuales como masivos, a nivel local y regional.Position: VIP Relationship Manager / Client Success Manager (CSM)Location: Remote (Location Flexible) - EAST working hoursWe’re looking for a highly strategic and client-focused VIP Relationship Manager (CSM) to serve as the primary point of contact for our portfolio of clients. In this role, you won’t handle day-to-day campaign execution — that work is owned by our GTM Engineers — but you will lead the overall client relationship and ensure they receive measurable value.You will run weekly strategy calls, provide responsive support through Slack/Intercom, track key health metrics (NPS, meetings booked, usage), and collaborate closely with GTM Engineers to keep campaigns performing. Your core mandate is retention, client satisfaction, renewals, and account expansion.Your Responsibilities Will Include: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, andexperimentation 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.Requirements● 2+ years in B2B SaaS Account Management, Customer Success, or RelationshipManagement.● Cold email campaign experience required — must understand sequencing,personalization, deliverability basics, and outbound strategy.● Proven track record of retention, renewals, and upsells with mid-market or enterpriseaccounts.● Strong executive presence — comfortable leading client strategy calls and managingescalations.● Familiarity with Slack, Intercom, HubSpot, Instantly, Clay, or similar tools.● Strong problem-solving skills and ability to directly call clients when needed to resolveissues.● Formal academic credentials are not requiredPreferred Skills● Experience working alongside technical delivery teams (SDRs, GTM Engineers, CSOps).● Background in lead generation, marketing services, or outbound SaaS.● Ability to analyze campaign performance data and explain ROI clearly.● History of exceeding retention, expansion, and NRR targets.Location: Remote (Location Flexible) - EST working hoursHours: 8 a.m. to 5 p.m. EASTContract type: ContractorWhy Join Us● Be the face of B2B Rocket for our highest-value VIP clients.● Competitive pay with retention/expansion incentives.● Work in structured pods with GTM Engineers, backed by automation + reportingsystems.