Customer Success Manager; CSM – Agency Campaigns; REMOTE

About the Role

We are seeking a Customer Success Manager (CSM) with proven SDR management or SDR agency experience to join our team. This role is pivotal in driving retention, optimizing campaign performance, and strengthening client relationships across agency portfolios. The ideal candidate thrives in fast‑paced environments, balances strategic oversight with hands‑on execution, and brings a strong background in SDR operations.

• Portfolio Management & Strategic Growth
  • Own Campaign Success:
    Lead and manage end‑to‑end portfolio campaigns for SSDR Agency and Whistle OS.
  • Drive Retention:
    Act as the primary relationship manager focused on client retention, ensuring contractual compliance, alignment of scope, and a target of 85% quarterly portfolio MRR retention.
  • Identify Growth Opportunities:
    Spot upsell and cross‑sell opportunities, manage expansion initiatives, and maintain a clear pipeline with conversion tracking to unlock revenue potential.
• Client Engagement & Communication
  • Lead Consultative Check‑ins:
    Anchor regular syncs with clients and internal SDR teams to keep goals aligned, managing expectations seamlessly.
  • Deliver Artifacts:
    Produce and share high‑quality documentation, including meeting notes, action items, and clear communication briefs.
  • Monitor Client Health:
    Gather and analyze feedback trends to capture satisfaction signals and proactively mitigate retention risks.
• Performance Tracking & Optimization
  • Optimize Campaigns:
    Continuously track campaign outcomes, building strategic optimization proposals aligned with the client's core business goals to ensure 75–80% of client targets stay on track.
  • Deliver High‑Impact Reporting:
    Build and deliver comprehensive campaign health reports, interactive dashboards, and quarterly KPI scorecards.
• Execution & Internal Collaboration
  • Resolve Escalations:
    Act as the senior point of contact for complex issues, maintaining clear issue logs and swift resolution timelines.
  • Coordinate Internally:
    Partner closely with internal SDRs and stakeholders to ensure high‑quality, seamless service delivery.

• Language Proficiency:
  Native or professional‑level English proficiency, with clear and concise communication.
• Experience:
  
  Minimum 3–5 years in SDR management or SDR agency operations.
• Skills:
  
  Strong portfolio management, client engagement, and performance reporting expertise.
• Mindset:
  Retention‑focused strategist with a proactive approach to issue resolution and growth opportunities.
• Tools:
  Comfortable with CRM platforms, reporting dashboards, and campaign management systems.
• Communication
  
  Skills:
  
  Excellent written and verbal communication skills; ability to align diverse stakeholders.