Opp

Role Description We are hiring our first Customer Success Manager to own the full lifecycle of our client partnerships, from onboarding through retention. This is a foundational hire for Opp. You will serve as the primary point of contact for approximately 20 partner accounts and will be responsible for ensuring every client receives a best-in-class experience. You will work cross-functionally with our BDR team, Sales Enablement Strategist, and Go-to-Market Engineer to drive results, maintain accountability, and keep campaigns running at peak performance. This role reports directly to the founders. Responsibilities - Client Onboarding - Own the client onboarding process end to end, serving as the primary relationship lead from kickoff through campaign launch. - Facilitate ICP mapping exercises with new partners and ensure all onboarding deliverables are documented, assigned, and tracked against target launch dates. - Conduct thorough reviews of all partner-provided resources and materials during onboarding to ensure completeness and accuracy. - Hold both the client and internal team accountable to onboarding timelines, proactively flagging delays and communicating updated deadlines. - Coordinate post-call action items with internal team members after every onboarding session. - Partner Management - Serve as the day-to-day point of contact for all assigned partner accounts, managing communications across email, Slack, and scheduled syncs. - Respond to all client communications within the same business day. - Ensure bi-weekly (minimum monthly) calibration syncs are scheduled and completed with every active client. - Prepare and deliver monthly performance dashboards and campaign progress reports to each partner, coordinating with Sales Enablement to ensure materials are available at least 48 hours before scheduled calibrations. - Maintain organized, up-to-date project documentation so that all internal and external deliverables are visible and on track at all times. - Triage and resolve client questions using existing materials and internal knowledge, escalating to Sales Enablement or leadership when necessary. - Partner Retention and Performance - Maintain accurate and current records of partner renewal dates, churn risk indicators, calibration schedules, and BDR seat assignments within HubSpot. - Collaborate closely with Sales Enablement to monitor campaign performance against established grading benchmarks. - Attend Sales Enablement syncs, document action items, and ensure BDRs are performing to expectations within each assigned pod. - Own the creation and delegation of corrective action plans when partner performance falls below expectations. - Lead partner realignment initiatives when client expectations or campaign parameters need to be recalibrated. - Go-to-Market Coordination - Communicate partner ICP changes, data pivots, and campaign adjustments to the Go-to-Market team with full context, including relevant job titles, company keywords, industries, and targeting criteria. - Monitor email and LinkedIn outreach volume to ensure all client campaigns are operating at maximum capacity. - Validate campaign tagging and BDR pipeline assignments in reporting, flagging discrepancies to the GTM team. - Ensure Sales Enablement is actively collaborating with the GTM team by providing feedback through the appropriate internal channels. Qualifications - Minimum of 2 years of experience in a Customer Success, Account Management, or Client Services role. - Experience working within or alongside a sales organization, with a strong understanding of sales workflows, pipeline stages, and revenue-driven team dynamics. - Demonstrated ability to manage a portfolio of 20 or more accounts simultaneously while maintaining high client satisfaction. - Strong working knowledge of CRM platforms, specifically HubSpot. - Experience with project management tools such as Basecamp, Asana, ClickUp, Notion, or similar. - Exceptional written and verbal communication skills with the ability to lead client-facing calls and correspondence with confidence. - Proven track record of holding cross-functional teams accountable to deadlines and deliverables. - Strong organizational skills with meticulous attention to detail in documentation, file management, and task tracking. - Ability to context-switch across multiple accounts and workstreams without letting things fall through the cracks. - Comfortable working in a fast-paced, remote-first environment where ownership and initiative are expected. Preferred - Experience working at a B2B agency, lead generation firm, or outsourced sales development organization. - Familiarity with outbound sales tools and platforms such as Clay, Apollo, Orum, Kixie, Salesloft, or Outreach. - Understanding of outbound sales metrics, pipeline management, and campaign performance analysis. - Experience preparing and presenting client-facing performance reports and dashboards. - Background working with or managing BDR/SDR teams. What Success Looks Like In your first 90 days, you will have fully onboarded into the role, taken ownership of your assigned partner accounts, and established a consistent rhythm of calibration syncs, internal coordination, and proactive communication. Within six months, you will be the go-to resource for your clients, the connective tissue between our internal teams, and a key driver of partner retention and satisfaction. You will know you are succeeding when clients view you as an indispensable part of their growth strategy. How to Apply If you are a proactive, detail-oriented customer success professional who thrives on building strong client relationships and driving accountability across teams, we want to hear from you.