Success Manager

About the role

We're looking for an experienced Success Manager to join our team with availability from 9am-5pm EST. You will mainly be responsible for managing our “squads” and ensuring client success. Your main responsibilities will include setting and managing client goals, communicating with clients, client fulfillment management, leading the squad, and identifying and addressing issues.

Responsibilities

• Work with clients to identify and prioritize retention marketing goals and then develop and execute plans to achieve those goals
• Be the primary point of contact for clients, managing weekly or bi-weekly meetings to discuss progress and address concerns or issues
• Develop and fulfill data-driven retention marketing strategies for clients, including email marketing strategies, flow automations setup and optimization, and ensuring alignment between client and team
• Lead and support your squad by setting clear expectations, coaching team members, and managing performance through scorecards to drive accountability and results
• Anticipate and address obstacles affecting client retention marketing efforts by collaborating with the team to develop and implement effective solutions
• Strive to create unforgettable positive client experiences to drive growth and reduce churn

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 and verticals
• Strong analytical skills with the ability to interpret data and draw actionable insights
• Exceptional design standards, particularly in copywriting and quality control; a keen eye for detail and commitment to excellence
• Experience developing email marketing strategies and optimizing flow automations
• Proficiency with Google Apps (Gmail, Drive, Calendar, etc.)
• Experience using Slack for team communication
• Experience with project management tool ClickUp is highly preferred
• Experience with CRMs such as 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 and ability to communicate effectively with clients and team members
• Strong attention to detail and time management skills to balance urgency with quality and deliver results quickly
• Creative thinker who embraces change while optimizing and refining systems to drive measurable results
• Results-driven mindset with ownership of KPIs and consistent delivery of wins
• Alignment with our values

What's in it for you

• Fully remote role with the flexibility to work from anywhere with a reliable internet connection
• Competitive paid time off (PTO) with all U.S. holidays off (fully paid)
• Opportunity to have a direct impact on the future of a fast-growing but small company
• Work with incredible eCommerce brands with exciting and fun brand styles
• Learn from industry experts with direct support from the FlowCandy team
• Flexible work/life balance; ability to take time off for personal errands or short trips