Lilo Social · 8 hours ago
Retention Account Manager
United States
Full-time
Remote
Mid Level
3+ years expLilo Social is a full-funnel eCommerce growth agency specializing in acquisition and retention for direct-to-consumer brands. As a Retention Account Manager, you will manage client accounts and ensure the successful execution of email and SMS marketing programs to enhance customer retention and drive repeat purchases.
AdvertisingE-CommerceInternet
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
Qualification
Required
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
Preferred
Agency experience managing multiple DTC brands with varying retention strategies and needs
Experience with Hiro or other email analytics and attribution platforms
QA or quality assurance background with systematic testing approaches
Strategic thinking abilities to identify upsell opportunities and retention program expansion
Familiarity with Shopify and ecommerce platform integrations
Experience supporting or managing retention programs generating $100K+ monthly attributed revenue
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
Compensation: Competitive salary commensurate with experience.
Company
Lilo Social
A Full-Funnel eCommerce Growth Agency
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Bobby Palmieri
CEO
Company data provided by crunchbase