Client Success Manager

Position Summary

The Client Success Manager owns the client relationship from onboarding through ongoing account management, serving as the primary point of contact and ensuring clients receive a high-quality, proactive experience. This role leads client meetings, translates discussions into actionable plans, coordinates cross-functional teams, monitors account health, reviews marketing performance, and ensures all deliverables are completed on time.

This position supports eCommerce brands and requires a strong understanding of email marketing, customer lifecycle marketing, and retention strategies. Success is measured by client satisfaction, retention, clear communication, strategic guidance, and consistent execution.

Responsibilities

• Own the client relationship from initial engagement through ongoing account management.
• Serve as the primary point of contact for a portfolio of client accounts.
• Lead client meetings, prepare agendas, drive strategic discussions, and provide recommendations based on account performance.
• Build strong relationships by understanding each client’s business, goals, customer journey, and marketing objectives.
• Prepare for meetings by reviewing campaign performance, account health, outstanding action items, and business priorities.
• Document meeting recaps, assign ownership, and ensure timely follow-up on all commitments.
• Monitor account health, identify risks, and proactively address issues that could impact client satisfaction or retention.
• Review email marketing performance, customer lifecycle metrics, and revenue attribution data to identify optimization opportunities.
• Analyze campaign performance, automation flow performance, deliverability, checkout abandonment, subscription churn, and customer retention metrics.
• Coordinate internal teams by translating client requests into clear project deliverables.
• Delegate work across designers, copywriters, email developers, and implementation teams while balancing workloads.
• Track project timelines and ensure all deliverables are completed accurately and on schedule.
• Escalate commercial, strategic, or high-risk issues when appropriate.
• Prioritize competing client needs while maintaining a high standard of service across multiple accounts.

• 3+ years of experience in Client Success, Account Management, Customer Success, or similar client-facing roles.
• Proven ability to independently lead client meetings and manage client relationships end-to-end.
• Strong communication, presentation, and relationship-building skills.
• Experience managing multiple client accounts simultaneously.
• Demonstrated ability to coordinate and direct cross-functional teams without direct authority.
• Strong organizational, prioritization, and project management skills.
• Experience identifying client risks and proactively driving retention.
• Ability to translate client needs into actionable internal tasks and ensure successful execution.
• Experience supporting eCommerce brands or digital commerce businesses.
• Experience working with email marketing clients or lifecycle marketing programs.
• Working knowledge of email marketing KPIs, including campaign performance, automation flows, deliverability, revenue attribution, customer retention, checkout abandonment, and customer lifecycle metrics.
• Ability to analyze marketing performance dashboards and communicate insights to clients.
• Shopify
• Ecommerce platforms

• Experience working in a marketing agency or professional services environment.
• Experience with Klaviyo, Omnisend, Mailchimp, HubSpot, or similar email marketing platforms.
• Familiarity with marketing automation and customer lifecycle strategies.
• Experience supporting Shopify or other eCommerce platforms.
• Knowledge of customer retention strategies, churn prevention, and subscription-based businesses.
• Experience interpreting marketing analytics and making strategic recommendations based on campaign performance.

• Slack
• Email communication platforms
• Asana
• ClickUp
• Monday.com
• Jira
• Marketing performance dashboards
• Analytics and reporting tools
• Klaviyo
• Omnisend
• Mailchimp
• HubSpot
• Google Workspace
• Shopify or other eCommerce platforms (preferred)