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 opportunities and retention program expansion
Familiarity with Shopify and ecommerce platform integrations
Experience supporting or managing retention programs generating $100K+ monthly attributed revenue

Compensation and Benefits

Fully Remote: Work from anywhere with flexible hours and a distributed team culture
Generous Time Off: Competitive PTO policy and paid holidays to maintain work-life balance
Compensation: Competitive salary commensurate with experience.

Retention Account Manager