Success Manager

Summary

FlowCandy is an eCommerce retention marketing company. The Success Manager will manage client squads, establish and execute retention marketing goals, lead client communications, oversee email and SMS strategies, and drive client success through issue resolution and continuous improvement.

Responsibilities

• Setting and managing client goals: Work with clients to identify and prioritize retention marketing goals and then develop and execute plans to achieve those goals
• Communicating with clients: Be the primary point of contact for clients, and be responsible for managing weekly or bi-weekly meetings with them to discuss progress and address any concerns or issues
• Developing and fulfilling data-driven retention marketing strategies for our clients: Work with the team to develop email marketing strategies, set up and optimize flow automations, and be responsible for ensuring that the client and team are aligned with those strategies
• Leading the squad: Lead and support your squad by setting clear expectations, coaching team members, and managing performance through scorecards to drive accountability and results
• Identifying and addressing issues: As a Success Manager, you will anticipate and address any obstacles affecting client retention marketing efforts. You’ll collaborate with the team to develop and implement effective solutions, ensuring seamless execution and continuous improvement
• Creating unforgettable experiences: Great experiences can drive growth for organizations. Bad experiences cause clients, customers, and employees to churn. No flow, funnel, or perk can fix a bad experience! Always strive to create an unforgettable positive experience

Skills

• 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
• 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
• 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
• 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

Qualifications

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
• 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
• 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

Nice to Haves

• 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

Benefits

• Work remotely from anywhere in the world with a reliable internet connection, provided you can work during USA EST hours.
• Competitive paid time off (PTO) given every year.
• All U.S. holidays off, fully paid.
• The opportunity to have a direct impact on the future of the company.
• Work with incredible brands, including top eCommerce stores.
• Direct support from the team and opportunities to hone your skills and learn from others in the industry.
• Flexibility to take time off for errands or trips, supporting work/life balance.