Client Success Manager

Type: Full-Time, Long-Term
Location: Remote
Industry: eCommerce / DTC Agency
Hours: US-aligned hours

The Role

We’re looking for a senior Client Success Manager who can own the strategic direction, client relationship, and retention outcomes across multiple eCommerce brands.

You won’t be “checking in with clients.” You’ll be the strategic brain behind a pod of specialists — reading performance, setting direction, deciding what gets tested, and making sure clients feel clear, confident, and ahead of the work.

This is a full-time, long-term role for someone who understands email, retention, client management, and high-ownership agency work. You’ll lead 10–20 eCommerce accounts, work directly with serious brand owners, and help Mail Waves keep clients through better strategy, sharper communication, and stronger execution.

This is not a coordination seat. It’s an ownership seat.

What You’ll Own

  • Account direction: Review account performance, decide what needs to happen next, and turn insights into clear direction for the pod.

  • Client relationship: Own the client-facing relationship, keep clients informed, lead performance conversations, and surface risks before they become problems.

  • Pod leadership: Lead Copywriters, Designers, Klaviyo Technicians, and PMs without becoming a task chaser.

  • Retention & performance: Make reports useful, identify at-risk accounts, spot expansion opportunities, and connect email performance to revenue, LTV, and retention.

  • Systems improvement: Improve briefing templates, client update formats, reporting rhythms, and account management systems as the agency scales.

What You Won’t Own

  • Production execution: You are not writing emails, designing layouts, or building flows inside Klaviyo. The pod executes; you direct.

  • New business development: This is not a sales or outbound role. Mail Waves grows through referrals and strong retention.

  • Technical setup: You need to understand Klaviyo deeply enough to direct strategy and spot issues, but the hands-on build sits with the Klaviyo Technician.

  • Finance & invoicing: Billing and finance are handled separately.

What “Good” Looks Like in 90 Days

  • You have audited assigned accounts and understand their performance, relationship status, risks, and opportunities.

  • The top 3 at-risk accounts and top 3 expansion-potential accounts are clearly identified.

  • Client communication has moved away from Toma and is handled confidently by you.

  • Monthly reports lead to decisions, not just numbers on a dashboard.

  • Your pod knows what to prioritise without vague direction.

  • At least one renewal, expansion, or retention-critical conversation has been initiated.

Must-Have Requirements

  • 3+ years in client success, account management, email marketing, retention, or a closely related eCommerce role.

  • Strong understanding of Klaviyo, email marketing, segmentation, deliverability, flows, campaigns, and retention strategy.

  • Experience managing multiple client accounts at once — ideally 8+ accounts.

  • Experience working with eCommerce brands.

  • Strong commercial judgment — you understand how email performance connects to revenue, retention, LTV, and client trust.

  • Strong written communication and client-facing confidence.

  • Ability to lead specialists without needing to do every task yourself.

  • High attention to detail — you catch vague strategy, weak communication, and performance risks early.

  • Full-time availability and comfort with US-aligned hours.

  • Comfort with ClickUp time tracking, estimates, and structured accountability.

Who This Role Is NOT For

  • Juniors or people trying to “get into” client success.

  • Task coordinators who only pass messages between clients and the team.

  • People who need step-by-step supervision.

  • People who avoid direct client conversations.

  • Freelancers juggling multiple clients on the side.

  • People who want flexible hours or a loose schedule.

  • People who can report numbers but can’t explain what they mean.

  • Anyone uncomfortable being judged by client retention, performance, and communication quality.

Compensation & Setup

  • $4,000–$6,000 USD/month

  • Around 30% tied to client retention

  • Full-time, remote role

  • US-aligned hours

  • ClickUp time tracking with estimates and actuals



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