Retention Account Manager
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Job Description
Retention Account Manager managing 7-10 client accounts at eCommerce growth agency Lilo Social. Ensuring execution of email and SMS programs to drive customer retention and lifetime value.
Responsibilities:
- Serve as the primary day-to-day contact for retention marketing across 7-10 assigned client accounts, managing all communication via Slack and email
- Prepare for and participate in client calls (monthly or bi-weekly), providing retention performance updates, execution status reports, and tactical recommendations while supporting senior strategists
- Translate client retention goals and strategic direction into clear, actionable deliverables for internal teams including designers, copywriters, and developers
- Manage end-to-end project coordination in Asana, creating tasks, tracking progress, and ensuring on-time delivery without managing team capacity or resource allocation
- Conduct comprehensive QA on all email campaigns, SMS messages, and lifecycle flows before launch to ensure accuracy, functionality, brand consistency, and technical performance
- Monitor retention performance metrics using Klaviyo, Hiro, and platform analytics, preparing performance summaries and identifying optimization opportunities
- Maintain deep expertise in Klaviyo and SMS platforms (Attentive, Postscript), staying current on platform updates, retention best practices, and deliverability standards
- Troubleshoot technical issues across email flows, campaign deployment, segmentation logic, and deliverability concerns
- Oversee list growth initiatives, on-site capture optimization, and popup strategy to drive subscriber acquisition
- Document all client action items, requests, and deliverable changes, converting them into trackable tasks with clear ownership
- Flag client concerns, technical blockers, or strategic questions early to internal leadership for resolution
- Support account renewals and expansion opportunities through exceptional execution and client relationship management
Requirements:
- 3-5 years of experience in email marketing, retention marketing, or account management within DTC ecommerce or agency environments
- Expert-level proficiency in Klaviyo, including campaign management, flow architecture, segmentation, deliverability optimization, and analytics
- Experience with SMS marketing platforms such as Attentive, Postscript, or similar tools
- Proven track record managing multiple client accounts simultaneously (ideally 5-10 accounts) with strong organizational capabilities
- Deep understanding of retention marketing principles including lifecycle flows, campaign strategy, customer segmentation, and LTV optimization
- Strong project management skills with experience using tools like Asana, ClickUp, Monday, or Notion
- Excellent client communication abilities with a professional, proactive, and service-oriented approach
- Technical knowledge of email deliverability, list hygiene, sender reputation, and technical email best practices
Benefits:
- Fully Remote : Work from anywhere with flexible hours and a distributed team culture
- Generous Time Off : Competitive PTO policy and paid holidays to maintain work-life balance
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