Retention Account Manager

About Lilo Social Lilo Social is a full-funnel eCommerce growth agency specializing in acquisition and retention for direct-to-consumer brands. With a team of over 50 professionals, we deliver best-in-class paid media, email marketing, and creative services to help brands scale profitably. We work across the entire customer lifecycle—from content creation and paid advertising to conversion rate optimization and retention marketing. Our partnership-first approach has earned us a 90% client retention rate and recognition as an Inc. 5000 honoree for three consecutive years (2023, 2024, 2025). We are proud to be a Klaviyo Master Elite Agency, a distinction held by only 0.2% of Klaviyo's 6,500+ partners. To date, we have driven billions of dollars in attributed revenue for our partners. The Role As an Retention Account Manager at Lilo Social, you will serve as the primary retention marketing contact for 7-10 client accounts, ensuring seamless execution and delivery of email and SMS programs. You will bridge the gap between strategic vision and tactical execution, coordinating with designers, copywriters, and strategists to deliver high-quality retention campaigns that drive repeat purchases and customer lifetime value. This role requires exceptional organizational skills, deep platform expertise, and the ability to build trusted client relationships through reliable communication and flawless execution. What Success Looks Like • Consistent on-time delivery of retention campaigns and flows with zero quality issues across your client portfolio • High client satisfaction scores and retention through proactive communication and strategic support • Efficient project coordination that enables your team to meet ambitious deliverable timelines • Strong retention performance metrics (revenue per recipient, list growth, engagement rates) driven by execution excellence and strategic QA 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 Nice to Have • 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

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