
Customer Success Manager
13 hours ago
Role Summary
The Manager Customer Success will be the strategic bridge between the SWZD Lead Generation team and the ZDPM Operations team, ensuring seamless execution of high-quality lead generation campaigns. This role focuses on revenue growth through insourcing, campaign optimization, and maintaining exceptional client satisfaction, while leading a high-performing CS team.
Key Responsibilities
- Serve as the primary liaison between SWZD LeadGen and ZDPM Operations, ensuring clear communication and alignment.
- Maximize insourced revenue by ensuring the majority of SWZD campaigns are delivered by ZDPM.
- Partner with the RFP team on key brand proposals, contributing strategic recommendations to win business.
- Ensure HQL/BANT teams operate at full capacity month over month.
- Oversee end-to-end client lifecycle post-sale, including onboarding, pacing, optimization, and delivery.
- Monitor campaign performance, identify improvement opportunities, and provide data-driven recommendations.
- Ensure timely and accurate delivery of campaign performance reports.
- Lead and develop the Customer Success team, fostering a culture of ownership, accountability, and growth.
- Manage escalations promptly, maintaining client trust and satisfaction.
- Build and maintain strong relationships with key sponsors and stakeholders to support retention and upsell opportunities.
Skills & Qualifications
- Proven experience in Customer Success, Account Management, or Campaign Delivery within the B2B lead generation industry.
- Strong understanding of CPL models, lead qualification methods (HQL, BANT), and digital marketing funnels.
- Hands-on experience with Salesforce, G Suite, Convertr, and campaign analytics tools.
- Exceptional stakeholder management and communication skills, with the ability to present insights effectively.
- Data interpretation skills, with the ability to translate metrics into actionable strategies.
- Demonstrated ability to manage multiple campaigns and clients in a fast-paced environment.
- Strategic thinker with a strong attention to detail.
- Experience leading teams, setting performance goals, and driving results.
KPIs / Success Metrics
- % of campaigns insourced vs. outsourced.
- Team capacity utilization (HQL/BANT).
- Resolution time for escalations.
- Pacing, Pause dates and first delivery percentage adherence.
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