About The Role

Client Success Manager is the strategic lead and primary point of contact for assigned accounts. This role goes beyond traditional account management; you are responsible for direction, decision‑making, and performance alignment across the entire retention ecosystem. You will translate business goals into actionable retention strategies, ensure KPIs are moving in the right direction, and guide both the client and internal team toward measurable growth. The ideal candidate understands eCommerce deeply, thinks in systems, and makes decisions based on data, not assumptions.

Key Responsibilities

- Serve as the primary strategic contact for assigned client accounts
- Define and evolve retention strategies aligned with business goals
- Set and monitor KPIs tied to repeat purchase rate, LTV, lead to customer rate, etc.
- Lead internal account teams and ensure tasks are executed on time
- Translate strategy into clear briefs for designers, copywriters, and technical team
- Conduct cohort analysis and extract actionable insights from performance data
- Use analytics tools (GA4, TripleWhale, Lifetimely, etc.) to evaluate revenue contribution and lifecycle behavior
- Lead client calls, performance reviews, and quarterly planning sessions
- Identify growth opportunities and areas of underperformance




- Ensure cross‑channel alignment across Email, SMS, Push, Loyalty, and Direct Mail
- Proactively flag risks, bottlenecks, and performance gaps before they escape

Team Hierarchy

The Client Success Manager works directly with founders, marketing leads, and decision‑makers on the client side. Internally, you lead the account team—coordinating designers, copywriters, and retention specialists—to ensure strategy is properly executed and performance remains aligned with agreed objectives.

You report directly to the Head of Retention / Founder.

Required Qualifications

- 3+ years of experience in retention marketing or lifecycle strategy
- Strong understanding of eCommerce business models and unit economics
- Proven experience managing client accounts and leading strategic discussionsDeep knowledge of Email, SMS, and retention‑focused marketing systems
- Advanced ability to read and interpret cohort analyses and derive strategic conclusions
- Strong command of Klaviyo, understanding the platform inside out
- Experience working with analytics tools (Google Analytics, Search Console, dashboards)
- Strong communication and leadership skills
- Ability to manage multiple accounts while maintaining performance quality

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📌 Tech Specialist (Zone)
🏢 Retention Side
📍 Zone