About Optimite
Optimite is a retention marketing agency for ecommerce brands.
We build email, SMS, lifecycle, loyalty, and list growth programs as one connected system.
Our work is focused on turning one-time buyers into repeat customers and driving consistent revenue through retention. We don't operate like a typical agency that delivers one-off campaigns. We function as a retention partner, building and managing systems that run continuously and improve over time.
Team
With a mission to become the World's No. 1 Retention Marketing Agency, we're scaling at hyper-growth. Our founders, Nishant and Sushant Yadav, launched Optimite in 2019 and have since partnered with the largest Shopify brands and digital agencies across the US and Europe.
Location: India (Remote)
Work Timings: 10am - 7pm IST or 1pm - 10pm IST depending on the role
Working Days: Monday to Friday, with 2 alternate Saturdays working. The 5th Saturday of the month will be a working day.
Note: Only shortlisted candidates will be contacted.
About The Role
We are looking for a Client Success Manager who can take full ownership of client communication, ensuring every message, query, and delivery update flows smoothly between the client and our internal teams. This is not a sales or servicing role. It is a communication command center. You will act as the single point of contact for assigned clients, manage their requests, follow up on progress, and make sure nothing falls through the cracks. Your goal is simple: zero delays, zero confusion, and zero missed follow-ups.
What will you do
You will manage every step from setup, segmentation, and scheduling to QA and performance tracking, ensuring every campaign goes out flawlessly and on time. You will work closely with Strategists, Designers, Developers, and the Client Success Manager to keep campaigns moving smoothly from approval to delivery.
Client Communication (30%)
- Act as the main communication bridge between clients and the internal team.
- Respond to client queries and requests within defined SLAs.
- Maintain consistent and transparent updates on project status, revisions, and next steps.
- Keep all communication channels (Slack, email, ClickUp comments) organized and clear.
- Metrics you'll own:
- Percentage of client messages acknowledged within 2 hours during shift.
- Number of client messages or threads left without a response or closure.
- Instances where miscommunication led to rework, confusion, or escalation.
Request Management and Delivery Coordination (30%)
- Collect briefs, assets, and approvals from clients and hand them over to internal teams.
- Track delivery timelines for each project and ensure commitments are met.
- Follow up with design, development, and campaign teams to unblock deliveries.
- Escalate issues early so clients are never surprised by delays.
- Metrics you'll own:
- Percentage of client requests delivered within committed timelines.
- Number of delivery delays caused by lack of follow-up or escalation.
- Percentage of potential delays flagged before the deadline (not after)
Client Experience and Relationship (20%):
- Set clear expectations on timelines, revisions, and deliverables.
- Keep tone, clarity, and empathy consistent in all communication.
- Ensure every client feels informed, heard, and supported throughout the process.
- Metrics you'll own:
- Average rating on communication clarity, tone, and responsiveness.
- Number of times clients need to re-ask or re-clarify the same request.
- Number of accounts flagged early vs issues discovered late.
Reporting and Process Improvement (20%):
- Maintain weekly client status updates for projects completed, pending, and upcoming.
- Track client satisfaction and flag risk accounts early.
- Share feedback with leadership to improve internal systems and processes.
- Metrics you'll own:
- Percentage of weekly updates sent on time with correct, complete information.
- Number of process or communication improvements implemented based on feedback.
- Count of issues caused by missing documentation, unclear handoffs, or tool misuse.
Must Have
- 2 to 4 years of experience in client-facing communication or coordination roles.
- Excellent written and verbal English communication.
- Organized, structured, and able to manage multiple accounts simultaneously.
- Strong understanding of delivery workflows in creative or marketing environments.
- Familiarity with ClickUp, Asana, or similar tools.
Good to have
- Experience with digital agencies or ecommerce clients.
- Basic understanding of email marketing or Klaviyo workflows.
- Prior experience managing 6 to 10 clients at once.
What Would Success Look Like For You
- 100 percent of client requests acknowledged and responded to within 2 hours during shift.
- Zero communication drop-offs or unacknowledged follow-ups.
- Consistent on-time delivery coordination with no last-minute surprises.
- Clients rate communication and support 9 out of 10 or higher in feedback surveys.
