Retention Account Manager

About the role

Lilo Social is seeking a Retention Account Manager to serve as the primary retention marketing contact for 7‑10 DTC client accounts. You will ensure flawless execution of email and SMS campaigns, bridging strategy and tactical delivery.

Key responsibilities

• Act as the day‑to‑day liaison for retention marketing across assigned accounts, handling all client communication via Slack and email.
• Prepare and present performance updates, status reports, and tactical recommendations in regular client calls.
• Translate client goals into actionable tasks for designers, copywriters, and developers, managing projects in Asana.
• Conduct comprehensive QA on all email, SMS, and lifecycle flow deliverables before launch.
• Monitor retention metrics using Klaviyo, Hiro, and other analytics tools, producing performance summaries and optimization suggestions.
• Maintain deep expertise in Klaviyo and SMS platforms (Attentive, Postscript), staying current on updates and best practices.
• Troubleshoot technical issues related to flows, segmentation, and deliverability.
• Oversee list growth initiatives, on‑site capture, and popup strategies.
• Document client requests, flag concerns early, and support account renewals and expansion.

Required profile

• 3‑5 years of experience in email or retention marketing, preferably within DTC e‑commerce or agency settings.
• Proven ability to manage multiple client accounts simultaneously with strong organizational skills.
• Deep understanding of retention marketing principles, lifecycle flows, segmentation, and LTV optimization.
• Excellent client communication and proactive service orientation.

Required skills

• Expert‑level proficiency in Klaviyo (campaigns, flows, segmentation, deliverability, analytics).
• Experience with SMS platforms such as Attentive or Postscript.
• Project management using Asana (or similar tools like ClickUp, Monday, Notion).
• Knowledge of email deliverability, list hygiene, and technical best practices.
• Familiarity with analytics tools like Hiro.

What we offer

• Fully remote work with US‑hour schedule.
• Competitive salary commensurate with experience.
• Generous paid time off and holidays.