About Lilo SocialLilo 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 RoleAs 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 LikeConsistent on-time delivery of retention campaigns and flows with zero quality issues across your client portfolioHigh client satisfaction scores and retention through proactive communication and strategic supportEfficient project coordination that enables your team to meet ambitious deliverable timelinesStrong retention performance metrics (revenue per recipient, list growth, engagement rates) driven by execution excellence and strategic QAResponsibilitiesServe as the primary day-to-day contact for retention marketing across 7-10 assigned client accounts, managing all communication via Slack and emailPrepare for and participate in client calls (monthly or bi-weekly), providing retention performance updates, execution status reports, and tactical recommendations while supporting senior strategistsTranslate client retention goals and strategic direction into clear, actionable deliverables for internal teams including designers, copywriters, and developersManage end-to-end project coordination in Asana, creating tasks, tracking progress, and ensuring on-time delivery without managing team capacity or resource allocationConduct comprehensive QA on all email campaigns, SMS messages, and lifecycle flows before launch to ensure accuracy, functionality, brand consistency, and technical performanceMonitor retention performance metrics using Klaviyo, Hiro, and platform analytics, preparing performance summaries and identifying optimization opportunitiesMaintain deep expertise in Klaviyo and SMS platforms (Attentive, Postscript), staying current on platform updates, retention best practices, and deliverability standardsTroubleshoot technical issues across email flows, campaign deployment, segmentation logic, and deliverability concernsOversee list growth initiatives, on-site capture optimization, and popup strategy to drive subscriber acquisitionDocument all client action items, requests, and deliverable changes, converting them into trackable tasks with clear ownershipFlag client concerns, technical blockers, or strategic questions early to internal leadership for resolutionSupport account renewals and expansion opportunities through exceptional execution and client relationship managementRequirements3-5 years of experience in email marketing, retention marketing, or account management within DTC ecommerce or agency environmentsExpert-level proficiency in Klaviyo, including campaign management, flow architecture, segmentation, deliverability optimization, and analyticsExperience with SMS marketing platforms such as Attentive, Postscript, or similar toolsProven track record managing multiple client accounts simultaneously (ideally 5-10 accounts) with strong organizational capabilitiesDeep understanding of retention marketing principles including lifecycle flows, campaign strategy, customer segmentation, and LTV optimizationStrong project management skills with experience using tools like Asana, ClickUp, Monday, or NotionExcellent client communication abilities with a professional, proactive, and service-oriented approachTechnical knowledge of email deliverability, list hygiene, sender reputation, and technical email best practicesNice to HaveAgency experience managing multiple DTC brands with varying retention strategies and needsExperience with Hiro or other email analytics and attribution platformsQA or quality assurance background with systematic testing approachesStrategic thinking abilities to identify upsell opportunities and retention program expansionFamiliarity with Shopify and ecommerce platform integrationsExperience supporting or managing retention programs generating $100K+ monthly attributed revenueCompensation and BenefitsFully Remote: Work from anywhere with flexible hours and a distributed team cultureGenerous Time Off: Competitive PTO policy and paid holidays to maintain work-life balanceCompensation: Competitive salary commensurate with experience.