VIP Relationship Manager / Client Success Manager (CSM)

Laborintos; Barcelona; A distancia; EUR 30.000 - 50.000; A tiempo parcial

Descripción de la vacante

Una empresa de consultoría en Barcelona busca un VIP Relationship Manager para liderar las relaciones con clientes VIP. En este rol, serás responsable de la retención de clientes y satisfacción. Se requiere más de 2 años de experiencia en gestión de cuentas B2B SaaS y conocimientos en campañas de correo. Ofrecemos una oportunidad remota con un contrato de tipo contratista, un salario competitivo y incentivos por retención y expansión.

Servicios

Salario competitivo con incentivos

Trabajo en equipos estructurados con ingenieros GTM

Trabajo remoto

Formación

• 2+ años en gestión de cuentas, éxito del cliente o gestión de relaciones.
• Experiencia en campañas de correo frío y comprensión de la secuenciación.
• Historial comprobado de retención y renovación en cuentas de mercado medio o empresarial.

Responsabilidades

• Liderar llamadas de estrategia semanales con cuentas asignadas.
• Proveer soporte día a día a través de Slack y Intercom.
• Monitorear señales de advertencia antes de que escalen.

Conocimientos

Gestión de cuentas B2B SaaS

Estrategia de retención

Manejo de clientes VIP

Capacidad de análisis de datos

Herramientas

Slack

Intercom

HubSpot

Descripción del empleo

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 hours

Responsibilities

We’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.

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 escalates.
• 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 elevate 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 Relationship Management.
• 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 enterprise accounts.
• Strong executive presence — comfortable leading client strategy calls and managing escalations.
• Familiarity with Slack, Intercom, HubSpot, Instantly, Clay, or similar tools.
• Strong problem‑solving skills and ability to directly call clients, when needed, to resolve issues.
• Formal academic credentials are not required.

Preferred Skills

• Experience working alongside technical delivery teams (SDRs, GTM Engineers, CS Ops).
• 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.

Hours

8 a.m. to 5 p.m. EAST

Contract type

Contractor

Why 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 + reporting systems.