15 ago - Zone
Retention Side
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 escalate
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, ensuring 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
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