Customer Success Manager

Role Summary

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.