Klaviyo / Retention Customer Success Manager

Company Description Mach33 Media is a digital marketing company focused on helping brands grow through data-driven strategies and performance marketing. The team specializes in leveraging tools like Klaviyo to build effective retention and lifecycle marketing programs for e-commerce and online businesses. Mach33 Media values collaboration, experimentation, and measurable results, working closely with clients to improve customer engagement and long-term value. Team members operate in a remote-first environment, using modern tools and clear processes to stay aligned and deliver consistent outcomes.

Role Description The Klaviyo / Retention Customer Success Manager is a full-time, remote position responsible for supporting clients in building and optimizing retention strategies through email, SMS, and lifecycle marketing. In this role, you will manage a portfolio of client accounts, lead regular check-ins, and provide strategic recommendations to improve customer engagement, retention, and revenue. You will set up and refine Klaviyo flows and campaigns, analyze performance metrics, and translate insights into clear action plans. Daily tasks include responding to client inquiries, troubleshooting platform and data issues, collaborating with internal marketing and technical teams, and documenting best practices. You will also track satisfaction, proactively address risks, and help clients align retention initiatives with their broader business goals.

Qualifications

• Customer Satisfaction and Customer Retention skills to ensure clients achieve their lifecycle and engagement goals.
• Analytical Skills to interpret performance data, segment audiences, and optimize campaigns based on measurable results.
• Relationship Building and Customer Service skills to maintain trust, communicate clearly, and manage expectations with diverse stakeholders.
• Experience with Klaviyo or similar email/SMS marketing platforms, including flows, campaigns, segmentation, and reporting.
• Background in e-commerce or digital marketing, particularly in retention, lifecycle, or CRM-focused roles.
• Strong written and verbal communication skills, with the ability to explain technical or data-driven concepts in accessible language.
• Comfort working independently in a remote environment, managing multiple client priorities and deadlines.
• Familiarity with A/B testing, customer journey mapping, and basic marketing automation concepts.
• Experience in managing multiple client accounts