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Success Manager

Remote (Colombia)Remote (region-locked)Individual contributorFound Jul 6
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client successcold emailcampaign optimizationcustomer retention

Success Manager – Remote | Client Success, Cold Email Campaigns & Retention

Position Type: Full-Time, Remote Working Hours: Flexible, with client meetings in U.S. time zones

About the Role

At Pavago, one of our clients is hiring a Success Manager to own everything that happens after a client signs.

This is not a traditional project management role.

You will be directly responsible for:

  • Client satisfaction
  • Campaign performance
  • Retention and churn prevention
  • Delivery execution
  • Ongoing client success

This role is ideal for someone who has operated inside fast-moving startup environments where:

  • Priorities shift quickly
  • Systems are still evolving
  • Ownership is high
  • Execution matters more than titles

You’ll work closely with:

  • Founders
  • Developers
  • Outreach teams

To ensure campaigns perform, clients stay satisfied, and delivery scales effectively.

If you understand cold email, client operations, startup execution, and proactive account ownership — this role is built for you.

What You’ll Own

Client Relationship Management

  • Act as the primary point of contact for 20–30 active clients
  • Lead client calls, check-ins, and ongoing communication
  • Manage expectations and proactively identify risks
  • Build strong long-term client relationships
  • Prevent churn through consistent delivery and communication
  • Own overall client satisfaction and retention

Campaign Performance & Optimization

  • Diagnose and improve underperforming cold email campaigns

  • Troubleshoot:

  • Deliverability issues

  • Inbox placement

  • List quality problems

  • Low-performing copy

  • Quality-check campaigns before launch

  • Continuously optimize campaigns for:

  • Reply rates

  • Deliverability

  • Positive response rates

  • Client outcomes

  • Personally step into campaigns when execution support is needed

Processes, Systems & Documentation

  • Build and improve operational playbooks and documentation

  • Create scalable processes as the company grows

  • Track:

  • Client health

  • SLAs

  • Delivery timelines

  • Campaign performance

  • Improve operational consistency without slowing execution

Cross-Functional Collaboration

  • Work closely with developers on technical or infrastructure-related issues

  • Coordinate with outreach teams to improve campaign performance

  • Report directly to leadership on:

  • Client health

  • Risks

  • Retention

  • Operational bottlenecks

  • Help align delivery execution with company growth goals

What Success Looks Like

  • Clients remain satisfied and retained long-term
  • Campaigns perform consistently and improve over time
  • Deliverability and inbox placement issues are resolved quickly
  • Communication stays proactive and organized
  • Delivery systems become more scalable as the company grows

What Makes You a Strong Fit

  • You’ve worked inside fast-growing startups or agencies
  • You thrive in environments where ownership is high and systems evolve quickly
  • You solve problems without waiting for perfect processes
  • You communicate confidently with founders and executives
  • You focus on execution, outcomes, and retention
  • You adapt quickly and handle ambiguity well

Requirements (Must-Have)

Experience

  • Experience leading:

  • Client success

  • Account management

  • Delivery operations

  • Campaign ownership

  • Background in:

  • Cold email agencies

  • Lead generation companies

  • Outbound growth environments

  • Hands-on experience with:

  • Cold email strategy

  • Deliverability

  • Warm-up systems

  • Inbox placement

  • Copywriting

  • Campaign troubleshooting

Core Skills

  • Ability to personally write and optimize cold email copy

  • Strong understanding of:

  • APIs

  • Automations

  • Campaign infrastructure

  • Data flows

  • Comfortable using AI tools in day-to-day operational work

  • Strong organizational and problem-solving skills

  • Comfortable operating in startup environments where systems are still being built

Nice to Have

  • Experience with:

  • Instantly

  • Smartlead

  • Clay

  • Apollo

  • HubSpot

  • Experience managing high-volume outbound campaigns

  • Familiarity with:

  • DNS setup

  • SPF / DKIM / DMARC

  • Email infrastructure

  • Experience scaling client delivery operations in startups or agencies

Tools & Platforms

  • Cold email platforms (Instantly, Smartlead, etc.)
  • CRM and outreach systems
  • AI productivity tools
  • Campaign analytics and deliverability tools
  • Slack / Google Workspace / Project management tools

What a Typical Day Looks Like

  • Review campaign health and client performance
  • Join client calls and provide updates
  • Troubleshoot deliverability or campaign issues
  • Optimize copy, targeting, or infrastructure
  • Coordinate with developers and outreach teams
  • Update documentation and operational processes
  • Monitor client satisfaction and identify retention risks

In short:

You own client outcomes, campaign performance, and retention while helping scale delivery inside a fast-growing startup environment.

Key Metrics (KPIs)

  • Client retention and churn reduction
  • Campaign performance improvements
  • Deliverability and inbox placement health
  • SLA adherence and operational consistency
  • Client satisfaction and relationship strength
  • Overall impact on measurable client outcomes

Why This Role Stands Out

  • High ownership and direct impact on company growth

  • Work closely with founders and leadership

  • Strong exposure to startup operations and scaling

  • Opportunity to shape systems and processes from the ground up

  • Fully remote with flexibility and autonomy

  • Growth path into:

  • Head of Client Success

  • Operations Leadership

  • Growth Operations

Interview Process

  • Initial Screening
  • Interview with Founder
  • Final Discussion
  • Offer & Onboarding

Originally posted on Himalayas

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