Success Manager

## About the Role As a Success Manager at Pavago, you will be the primary point of contact for a portfolio of 20-30 active clients, responsible for ensuring their satisfaction and retention. This is not a traditional project management role; instead, it requires a deep understanding of client needs, campaign performance, and the ability to troubleshoot issues promptly. You will work closely with the founders, developers, and outreach teams to align delivery execution with company growth goals. Given the fast-paced nature of startup environments, this role demands high levels of flexibility, ownership, and the ability to prioritize tasks effectively.

The Success Manager role is critical to Pavago's continued success, as it directly impacts client satisfaction, campaign performance, and ultimately, the company's bottom line. By managing expectations, identifying risks, and building strong long-term relationships, you will play a pivotal role in ensuring the delivery of high-quality campaigns that meet and exceed client expectations. Your expertise in cold email campaigns, client operations, and proactive account ownership will be invaluable in driving campaign performance and preventing churn.

In this position, you will have the opportunity to work with a dynamic team that values execution, outcomes, and retention. You will be expected to communicate confidently with founders and executives, providing insights into client health, risks, and operational bottlenecks. Your ability to adapt quickly to changing priorities and handle ambiguity will be essential in this fast-moving environment.

## What You Will Do - Act as the primary point of contact for 20-30 active clients, managing their expectations and ensuring their satisfaction.

• Lead client calls, check-ins, and ongoing communication to build strong, long-term relationships.
• Diagnose and improve underperforming cold email campaigns, troubleshooting deliverability issues, inbox placement problems, and list quality concerns.
• Continuously optimize campaigns for better reply rates, deliverability, and positive response rates, ensuring client outcomes are met.
• Build and improve operational playbooks and documentation, creating scalable processes as the company grows.
• Track client health, SLAs, delivery timelines, and campaign performance to improve operational consistency without slowing execution.
• Work closely with developers on technical or infrastructure-related issues and coordinate with outreach teams to improve campaign performance.
• Report directly to leadership on client health, risks, retention, and operational bottlenecks, helping to align delivery execution with company growth goals.
• Personally step into campaigns when execution support is needed, ensuring timely and effective delivery.
• Manage and prevent churn through consistent delivery and communication, ensuring clients remain satisfied and retained long-term.
• Develop and maintain a deep understanding of Pavago's services and capabilities, identifying opportunities to cross-sell and upsell where appropriate.

## What We Are Looking For - Experience leading client success, account management, or delivery operations, with a background in cold email agencies, lead generation companies, or outbound growth environments.

• Hands-on experience with cold email strategy, deliverability, warm-up systems, inbox placement, copywriting, and campaign troubleshooting.
• Ability to personally write and optimize cold email copy, with a strong understanding of APIs, automations, campaign infrastructure, and data flows.
• Comfortable using AI tools in day-to-day operational work, with strong organizational and problem-solving skills.
• Experience working in startup environments where systems are still being built, with the ability to communicate confidently with founders and executives.
• Focus on execution, outcomes, and retention, with the ability to adapt quickly and handle ambiguity well.
• Strong understanding of client success principles and practices, with experience managing high-volume outbound campaigns.
• Familiarity with CRM and outreach platforms, as well as email infrastructure and DNS setup.

## Nice to Have - Experience with Instantly, Smartlead, Clay, Apollo, or HubSpot, with a strong understanding of their capabilities and limitations.

• Familiarity with DNS setup, SPF, DKIM, DMARC, and email infrastructure, with experience managing high-volume outbound campaigns.
• Experience scaling client delivery operations in startups or agencies, with a strong understanding of what drives campaign performance and client satisfaction.

## Benefits and Perks - Competitive compensation package, with opportunities for growth and professional development.

• Flexible working hours, with the ability to work remotely and manage your own schedule.
• Access to cutting-edge tools and technologies, including HubSpot and other industry-leading platforms.
• Opportunity to work with a dynamic and growing company, with a strong focus on client success and campaign performance.
• Collaborative and supportive team environment, with regular check-ins and feedback sessions.
• Professional development opportunities, including training and education programs to help you grow in your role.
• Recognition and reward for outstanding performance, with opportunities for career advancement and growth.

- When applying for this role, be sure to highlight your experience with cold email campaigns and client success, as these are critical components of the position.

• Showcase your problem-solving skills by providing specific examples of how you have troubleshooted issues in previous roles.
• Familiarize yourself with Pavago's services and capabilities, and be prepared to discuss how you can contribute to the company's growth and success.
• Develop a strong understanding of HubSpot and other industry-leading platforms, as these will be essential tools in this role.
• Be prepared to discuss your experience working in fast-paced, startup environments, and how you have adapted to changing priorities and ambiguity in the past.
• Consider creating a portfolio that showcases your expertise in cold email campaigns and client success, as this can help you stand out as a candidate.
• When negotiating salary, be sure to research the market rate for this role and be prepared to discuss your expectations and requirements.