[Hiring] Customer Success Manager @Sales Match

Role Description

We're a fast-growing B2B sales automation agency running outbound campaigns for ~30 client accounts, and we're looking for our first Customer Success Manager. This is a quarterback role: you won't be doing the technical campaign work yourself — you'll own the client relationship and keep every account moving, making sure nothing falls through the cracks between our lead gen, copywriting, and campaign teams.

You'll be the friendly, responsive face our clients interact with daily, transforming our client experience from slow and reactive to fast, proactive, and personal.

What You'll Do

• Own client onboarding: run intro calls alongside the founder, collect onboarding materials, and chase down forms, contact lists, and assets so campaigns launch on time
• Quarterback internal teams: coordinate lead gen, copywriting, and campaign teams against launch deadlines (“client launches in 3 days — where's that list?”)
• Be the first responder in Slack: answer client questions same-day (target: within a couple of hours), replacing our current multi-day response times
• Send weekly client updates: record short, upbeat video updates on campaign performance and strategy, working from briefs prepared for you
• Run monthly client check-in calls: walk each client through their results, keep them excited, and reinforce the value we're delivering
• Monitor account health: track daily send volumes, flag underperforming accounts early, and raise issues with the right internal team
• Spot revenue opportunities: listen for upsell, cross-sell, and renewal signals and flag them to leadership — you don't need to close them, just catch them
• Drive retention: help move clients from 90-day contracts to renewals and annual agreements (bonused directly)

Qualifications

• Fluent, polished English — written and spoken
• 2+ years in customer success, account management, or client-facing project coordination (agency or startup experience is a big plus)
• A warm, high-energy, personable communicator who can hype clients up on video and in Slack
• Strong conflict-resolution and expectation-management skills — able to address underperformance honestly without throwing the team under the bus or ignoring the problem
• A self-starter who works independently without hand-holding
• Organized and deadline-driven; comfortable juggling ~30 accounts
• A commercial instinct — you naturally notice when a client is ready to buy more
• Startup mentality: resourceful, adaptable, and comfortable wearing multiple hats

Nice to Have

• Sales background or exposure to sales environments
• Familiarity with B2B terminology, ICPs, and corporate org structures
• Experience with Slack-based client communication and recorded video updates (e.g., Loom)

Benefits

• Direct line to the founder — no bureaucracy, real ownership from day one
• Meaningful bonus upside tied to renewals and retention you influence
• A calm, well-scoped workload: project management and relationships, not production work
• Fast-growing company with room to grow as the client base scales