Customer Success Manager, Smartlead
About Smartlead
Smartlead is a cold email outreach platform that helps sales teams, founders and agencies book more meetings. Alongside our core sending platform, we offer SmartSenders for mailboxes, SmartProspect for lead data and SmartServers for sending infrastructure. Our customers range from lean outbound teams to agencies running campaigns for dozens of clients.
The role
We're hiring a Customer Success Manager to own the revenue of a book of Smartlead accounts. You'll keep those customers, grow them and make sure they get real results: meetings booked.
Our customers don't just need someone to manage their account. They need an outbound expert in their corner. You'll be their trusted advisor on lead generation and cold email, helping them build campaigns that book meetings, from targeting and list building to copy, sequencing and deliverability.
This is a commercial role, not a support role. A dedicated support specialist handles bugs, setup and how-to questions in our customer channels. That leaves you free to focus on advising customers, retention, expansion and relationships.
Your book is tiered by account value. You'll run high-touch relationships with your largest customers, proactive, signal-driven coverage for mid-sized accounts, and scaled programmes for the rest.
What you'll do
Be their outbound advisor
- Guide customers on ICP, targeting, list quality, copy, sequencing and sending strategy.
- Audit underperforming campaigns and give clear, practical recommendations to improve reply and meeting rates.
- Share best practices from across our customer base so every account benefits from what works.
- Help customers design an outbound engine that scales with their goals, and show them where Smartlead fits into it.
Protect revenue
- Spot churn risk early, including usage drops, dormant accounts, seat or mailbox reductions and failed payments, and act on it within days.
- Own every cancellation, downgrade and refund request in your book, and run a genuine save conversation before anything goes through.
- Understand and document why every account that shrinks or leaves did so.
Grow accounts
- Turn usage limits into upgrade conversations instead of handing out free credits.
- Expand accounts across our product suite, including mailboxes, lead data and sending infrastructure, where they genuinely fit.
- Move stable monthly customers to annual plans, and keep a clear expansion pipeline for your book.
Drive adoption and results
- Run kick-offs with new customers and agree what success looks like at 30, 60 and 90 days.
- Track how your accounts use Smartlead, including sending volume, reply rates and deliverability, and step in when results dip.
- Bring inactive paying customers back to active use.
Build relationships
- Know the decision makers at your largest accounts, with at least two contacts in each.
- Run concise quarterly business reviews showing what customers wanted, what they got and what's next.
- Find happy customers for case studies, referrals and reviews.
Lead the customer through escalations
- Own customer communication on critical issues while support and engineering own the fix.
- Keep customers updated until the issue is resolved, then confirm they're back on track.
Be the voice of the customer
- Bring a monthly, revenue-weighted view of customer requests to Product.
- Close the loop with customers once their requests are shipped.
What success looks like
Your headline metric is the Net Revenue Retention (NRR) of your book. You'll also be measured on:
- gross revenue retention
- expansion revenue
- active usage across your key accounts
- how quickly you act on risk
- how many at-risk customers you save
- coverage of your top-tier accounts
In your first 30 days, you'll learn the product and our customers' outbound workflows, take ownership of your book and meet your largest accounts.
By 60 days, you'll be advising customers on campaign strategy and running the full rhythm of daily risk checks, regular check-ins and an up-to-date expansion pipeline.
By 90 days, you'll have delivered your first quarterly business reviews, closed your first expansions and contributed a clear picture of your book's health.
What you'll bring
- 5+ years in customer success or account management at a B2B SaaS company, owning a book with retention and expansion targets.
- Hands-on outbound experience: you've run cold email campaigns yourself, owned pipeline or meeting targets, and know what drives replies and meetings.
- Deep working knowledge of Smartlead or a comparable cold email platform, good enough to advise customers on setup, deliverability and campaign strategy with confidence.
- Experience with adjacent outbound tools such as Clay, Apollo or Instantly, and with stitching them into a Smartlead workflow.
- A track record of improving NRR or GRR and turning around at-risk accounts.
- Commercial confidence in upgrade, pricing, renewal and cross-sell conversations, without reaching for discounts by default.
- Comfort with data: you can read revenue movements and usage signals and decide what to do next.
- Strong organisation and follow-through across many accounts at once, with the CRM as your source of truth.
- Clear, concise written communication, as much of our customer conversation happens in shared Slack channels.
- Good judgement about when to step in and when to hand off to support or engineering.
Nice to have
- Experience working with agencies that manage many end clients.
- Familiarity with ChartMogul, PostHog, Pylon or ClickUp.
- Experience in a Slack-first customer model.