Customer Success Manager (GTM & Project Lead)

Overview

You're the client-facing quarterback for Kinetyca's GTM implementation projects. You manage relationships with B2B companies (typically $1M+ ARR) who've hired Kinetyca to build their outbound engine, CRM systems, or ABM infrastructure. You coordinate technical teams who build Clay workflows and HubSpot automations, run weekly strategy calls with clients, and troubleshoot when campaigns underperform or data breaks.

Role Snapshot

Company Context

Stage: Pre-seed / Bootstrap (7 employees, no public funding info)

Size: 7 employees

Growth: Actively hiring for client-facing roles, serving US/EU B2B clients

Market Position: Small player in crowded GTM agency space competing against larger outbound/ABM agencies and internal teams. Differentiator is full-stack GTM systems vs point solutions.

What You'll Actually Do

Time Breakdown

Client Calls/Meetings (40%) | Project Coordination (30%) | Internal Sync (20%) | Problem-Solving (10%)

Key Activities

• Weekly Client Check-ins: You run 1-hour calls with each client (probably managing 5-8 accounts). You review performance metrics (reply rates, meeting bookings, pipeline), discuss strategy adjustments, and surface issues before they escalate. Some clients want daily Slack updates.
• Project Coordination: You're the bridge between clients and Kinetyca's technical team (the people building Clay workflows, writing email copy, setting up HubSpot). You translate client feedback into implementation tasks, set deadlines, and make sure deliverables ship on time.
• Firefighting: When a Clay workflow breaks, campaign performance tanks, or a client threatens to churn, you jump in. You diagnose the issue (working with technical team), communicate transparently with the client, and get things back on track.
• Strategic Planning: You help clients define GTM strategy—who to target, what messaging to test, which channels to prioritize. This requires understanding their ICP, competitive landscape, and what's working in their market.
• Documentation & Reporting: You create status reports, document processes, and keep Notion/ClickUp updated so everyone knows what's happening. Clients expect transparency on what they're paying for.

The Honest Reality

What's Hard

• You're the punching bag when things go wrong: Clients paid $10-30K+ for these systems. When performance dips or tech breaks, you're the first person they Slack. You need thick skin and the ability to de-escalate frustrated clients.
• Managing expectations is constant: Clients often expect instant results. Outbound takes time to ramp. You spend a lot of energy explaining why reply rates dropped (ICP shift, market saturation) or why they can't send 10,000 emails overnight (deliverability, compliance).
• You're not fully technical but need to sound credible: You're expected to understand Clay, HubSpot, email deliverability, and outbound best practices well enough to speak intelligently on client calls. You coordinate the technical work but don't build it yourself—which can be frustrating when you see obvious fixes.
• Juggling priorities across multiple clients: Each client thinks they're your only account. You'll be on back-to-back calls, fielding Slack messages, and context-switching between different industries, ICPs, and GTM strategies all day.
• Retention pressure: At a 7-person startup, losing a client hurts. You're measured on keeping them happy and expanding the relationship. Some clients will be difficult or unrealistic—you still need to keep them.

What Success Looks Like

• High retention rate: Clients renew their contracts and don't churn after 3-6 months
• Proactive issue resolution: You catch problems (declining metrics, client dissatisfaction) before they escalate to the founders
• Expansion revenue: Clients add new services (start with outbound, add ABM or inbound systems)
• Client advocacy: Clients give testimonials, refer other companies, or agree to case studies
• Smooth project delivery: Launches happen on time, clients feel informed, no surprise fire drills

Who You're Working With

Primary Stakeholders:

• Internal (Founders + Technical Team): You work directly with David (founder) and the team building Clay workflows, writing copy, managing CRMs. You're translating client needs into execution.
• External (Client Champions): Usually VP Sales, Head of Growth, or Revenue Operations at mid-market B2B companies. They hired Kinetyca to scale their outbound or fix their GTM. They're measuring you on pipeline generated and ROI.

What Clients Care About:

• Results: Are meetings getting booked? Is pipeline growing? They want to see ROI on their $10-30K/month investment.
• Communication: They want regular updates, transparency when things break, and confidence you're on top of their account.
• Expertise: They expect you to advise them on GTM strategy, not just execute. You're the expert they're paying for.

Requirements

• 2+ years in B2B customer success or account management: You've managed client relationships where retention and satisfaction were your job. Agency or SaaS experience preferred.
• Highly communicative and organized: You're comfortable leading 5-10 client calls per week, managing multiple projects in parallel, and keeping everyone aligned. You don't let things slip through the cracks.
• Proactive ownership: You don't wait for clients to complain. You see issues coming and address them. You take initiative.
• Comfortable with ambiguity: 7-person startup = processes are still being figured out. You'll need to build your own playbook.
• Baseline GTM knowledge: You should understand what outbound, ABM, and CRM systems are. Familiarity with Clay, HubSpot, or similar tools is a big plus but not required—they'll train you.
• Client-facing energy: This role is explicitly for an extrovert. If you prefer deep work over client calls, this isn't the job.

Reality Check

This is a startup CSM role with heavy project management and light strategy. You'll be on calls constantly—weekly check-ins, internal syncs, ad-hoc firefighting. You're managing client expectations while coordinating a small technical team that's building complex GTM systems.

The upside: You're learning modern GTM tools (Clay, AI agents, outbound infrastructure) while working with real B2B clients. You're close to founders, so you'll have visibility and growth opportunities if Kinetyca scales.

The downside: You're stretched thin across multiple accounts, clients can be demanding, and you're often the bearer of bad news when campaigns underperform. At a 7-person company, there's no CSM playbook to follow—you're figuring it out.

If you like talking to people, thrive in organized chaos, and want to go deep on GTM systems, this could be a good fit. If you prefer backend work or need clear processes, it'll be frustrating.