Job Description

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