CRM Success Manager For Digital Marketing Agency - 100% Remote

About Us:

We're a fast growing digital marketing agency that helps a handful of Shopify Plus stores with retention marketing.    Our mission and what we believe here at FlowCandy is that “retaining customers should be simple”. To live that mission we offer simple & solutions focused done-for-you retention marketing services that fast-growing eCommerce stores need. We take email + SMS off their plate and grow their store while feeling like an extension of their own team.

About The Role:

We're looking to hire a Success Manager, which is a senior project management position in our fulfillment department.  Your job will be to manage one of our “squads'' and ensure client success.  Your main responsibilities will include: setting and managing client goals, communicating with clients, WOW-worthy client fulfillment management, leading the squad and identifying and addressing issues.

What We’re Looking For:

We’re looking for “A-players” or candidates who strive to become one.

An “A-player” to us means the following (in order):

• Grit - a desire to excel, act with courage, persevere, learn and innovate on your own without having to be micromanaged or hand-held.

• Values - you are a culture fit and you align with our core values (you can read them here: https://rb.gy/nk9hr)

• Results - You deliver results and hit on your KPIs and get wins & outcomes.

• Skills - You have the skills to get it done!

Please - do not apply if you’re not aligned with any of the above!

Key Responsibilities:

• Setting and managing client goals: The Success Manager works with clients to identify and prioritize retention marketing goals, and then develop and execute plans to achieve those goals.

• Communicating with clients: The Success Manager is the primary point of contact for clients, and would be responsible for managing weekly or bi-weekly meetings with them to discuss progress and address any concerns or issues.

• WOW-worthy client fulfillment : The Success Manager works with the Strategy Manager and the rest of the squad to develop and fulfill retention marketing strategies for their clients that makes them say WOW, and would be responsible for ensuring that all team members are aligned with those strategies.

• Leading the squad: The Success Manager is responsible for managing and leading the team, including setting expectations and managing their scorecards.

• Identifying and addressing issues: The Success Manager would be responsible for identifying any issues or challenges that arise with the retention marketing efforts for their clients, and for working with the team to find solutions and address those issues.

Must Haves:

• 3+ years of experience in strategic planning, email + SMS marketing, client services, and full cycle campaign management, preferably in an agency setting

• Proven experience in customer lifecycle management, email/SMS automation, or a related field.

• eCommerce/ retail lifecycle experience critical, preferably across channels & verticals.

• Strong analytical skills with the ability to interpret data and draw actionable insights.

• Someone with experience on exceptional design standards, particularly in copywriting and quality control. A keen eye for detail and a commitment to excellence are essential for this role.

• Experience with developing email marketing strategies and optimizing flow automations

• Comfortable with Google Apps (Gmail, Drive, Calendar etc.)

• Experience with Slack for effective team communication.

• Experience with project management tool ClickUp is highly preferred.

• Experience with other CRMs like Omnisend, MailChimp, Active Campaign, Salesforce Marketing Cloud, HubSpot Marketing Hub and Attentive is a plus

• Strong understanding of Klaviyo, Shopify, and Zeplin.

• High emotional intelligence - you will need to know how to deal with people and communicate effectively.

• Strong attention to detail – Retention marketing has many moving parts, and precision is critical.

• Time management skills – Ability to balance urgency with quality to deliver results fast.

• A creative thinker who embraces change while also optimizing and refining systems to drive measurable results.

• Strong communication skills – As a remote team, clear and effective communication is essential.

• Results-driven mindset – You take ownership of KPIs and consistently deliver wins.

• Client experience focus – Great experiences drive growth; bad experiences lead to churn. Strive to create unforgettable positive interactions.

• Aligned with our values. Check them out on here https://flowcandy.com/about-us

• We’re looking for “A-players” or candidates who strive to become one

What’s In It For You?

• Work remotely, from anywhere in the world with a reliable internet connection. Who doesn’t want to go to work in their sweatpants? Decide to relocate? No problem. Our team is truly international, as long as you can join us during USA EST hours, we’re good.

• Competitive paid time off "PTO" with paid time off given every year.

• All U.S. holidays off (fully paid)

• We’re fast growing but small enough right now for you to have a direct impact on the future of the company. We want you to be here for the long haul.

• Learn from the best. We’ll make you an expert with FlowCandy University. Work directly with our founders and a team of people that strive to be the best at what they do. There’s high-growth potential, we encourage our team to reach for the stars. Whatever it is you want to do, we’ll help you get there.

• Flexibility. We believe work/life balance is important. If you need to take off for a few hours to run some errands, or you’re taking a trip for a couple of days, no problem. Happy people make great employees.