Senior Account Strategist

We are a fast-growing, ROI-driven E-commerce retention agency. We are looking for an Senior Account Strategist who owns the client relationship, leads the full retention strategy through Klaviyo, and drives measurable revenue growth without waiting to be told what to do next.This is not a support role. This is not a coordinator seat. You are a strategic partner to your clients and a growth advisor for the business, and we need someone ready to show up that way from day one.★ The role in one sentence:Own the client relationship, lead lifecycle strategy through Klaviyo's full product suite, and grow accounts through sharp strategy, proactive communication, and bold revenue conversations.Is This You?Clients trust you because you lead them, not because you agree with them. You set the agenda, you run the call, and you leave them feeling like they are in the best possible hands.You have deep, hands-on expertise across Klaviyo's full platform: Flows, Campaigns, Segments, CDP, Customer Hub, K:Analytics, and emerging tools like Composer and Customer Agent. Not surface-level. Not theoretical.You think in revenue. Every recommendation you make connects back to retention, conversion, or growth.You are a growth advisor. You are not just managing accounts, you are actively identifying what else could unlock more value for each client, and you are confident enough to have that conversation.You are structured and proactive. Your clients never wonder what is happening. Your recaps are clean, your follow-ups are consistent, and your risks are surfaced before they become problems.Your English is near-native, written and spoken. You can run a strategy call with a senior client in the US and hold your own.You are curious about AI and you use it to work smarter, not just because it is trendy.This role is NOT for you if…You wait to be told what to prioritize, follow up on, or fix.Your Klaviyo knowledge is broad but shallow, you have touched the platform but have never truly owned the strategy end to end.You treat client calls as status updates instead of strategy sessions.You avoid difficult conversations about performance, scope, or expectations.You need weeks of hand-holding before you are confident in front of a client.You think upselling is the sales team's job.What You Will Own1. Client Relationship Full OwnershipYou are the face of ECD for your accounts. The relationship lives with you.Serve as the primary point of contact for every client on your roster.Clients hear from you first, proactively, not reactively.Run biweekly or monthly strategy calls. You own the agenda, the insights, and the direction of every conversation.Manage client expectations clearly and confidently, including difficult conversations about performance gaps, timeline shifts, or strategic pivots.Build relationships deep enough that clients see you as a partner in their growth, not a vendor managing their account.Proactively surface risks, blockers, and opportunities before clients ask. No surprises.Own client satisfaction and retention. If a client is at risk, you already know and you already have a plan.Growth Advisor ResponsibilityYou are not just managing what we already sell. As you deepen client relationships and understand their business, you are expected to identify where other ECD services, paid ads, CRO, e-commerce management, or others from our service stack that could meaningfully accelerate their growth.You flag it. You frame the opportunity. You own the conversation and you have the boldness to bring it up.2. Klaviyo Lifecycle Strategy — Full OwnershipKlaviyo is your primary tool and your deepest area of expertise. You own strategy across the full platform.Flow Strategy & ArchitectureDesign and continuously optimize the full lifecycle: welcome series, abandonment flows (browse, cart, checkout), post-purchase, cross-sell, win-back, sunset, and beyond.Audit flow logic, triggers, filters, and timing regularly — not just when something breaks.Campaign Strategy & Calendar OwnershipOwn the monthly campaign calendar for each client, aligned to their revenue targets, promotional cadence, and seasonal opportunities.Leverage Composer to build and brief campaign concepts faster, grounded in brand data and platform performance.Segmentation StrategyBuild and manage dynamic, behavioral, and predictive segments using Klaviyo's CDP and Data Platform.Ensure every send is reaching the right audience, and that no valuable segment is being under-served or over-mailed.Utilize profile merging and multi-inbox capabilities to maintain clean, accurate customer data.Deliverability ManagementMonitor and maintain sender reputation, list hygiene, suppression management, and inbox placement.Act on deliverability signals early before they affect revenue.A/B Testing & OptimisationRun structured tests across subject lines, content, timing, audience splits, and send strategies.Turn test results into strategy, not just data points in a report.List Growth StrategyDrive subscriber acquisition strategy: pop-ups, sign-up incentives, lead magnets, and acquisition flows.Leverage Instagram social auto-replies and other K:Marketing tools to convert social reach into owned-channel subscribers.AI & Emerging Klaviyo FeaturesStay ahead of Klaviyo's product roadmap, Composer, Customer Agent, Next Best Product recommendations, personalised send time, audience optimisation, RCS, and Customer Hub.Be the person on the team who knows what is new in Klaviyo and can translate it into client opportunity.Onboarding New Klaviyo ClientsLead account audits, ESP migrations (when applicable), technical setup validation, and the 30-day game plan for every new client.Set the strategic foundation from day one, not after the first month of firefighting.Performance Reporting & AnalysisDeliver monthly performance reports that go beyond metrics. Lead with clear, prioritised, revenue-tied recommendations.Your reports should make clients want to act, not just nod or disregard.3. Internal CoordinationBrief and align the implementation team on strategy direction, priorities, and quality standards. You own the strategy, they own the execution. Clarity between those two is your responsibility.Escalate blockers clearly and early. No silent absorption of problems.Contribute to improving internal workflows, templates, and communication standards, especially where AI and automation can reduce repetitive work and create more space for strategy.What You BringNon-Negotiable3+ years of hands-on Klaviyo experience: strategy and execution, not just oversight or platform access.Deep working knowledge of Klaviyo's full product suiteProven experience managing retention strategy for e-commerce brands, ideally $1M–$50M+ revenue.English fluency, near-native, written and spoken. You hold your own on a client call without hesitation.Strong understanding of the DTC customer lifecycle and retention marketing principles.Direct client relationship management experience, you have been the face of an account, not just a back-room strategist.Ability to work independently, manage multiple accounts simultaneously, and hold yourself accountable without micromanagement.Strong AdvantageShopify knowledge: understanding of the ecosystem, integrations, and how it connects to Klaviyo (1+ year preferred).CRO awareness: you understand how retention strategy and on-site conversion intersect.Agency experience: you have managed multiple concurrent clients in a fast-paced environment.Comfortable using AI tools (Claude, ChatGPT, Gemini) to improve the speed and quality of your work.Nice to HavePaid media background (Meta, Google) — not required, but adds depth when advising on full-funnel growth opportunities.Experience with other ESPs (Attentive, Postscript, Omnisend) — useful for migrations and competitive context.What Success Looks Like30 Days: You know our systems, tools, standards, and communication style. You have run client calls with strong prep and clean recaps. Your clients feel calm, clear, and in good hands.60 Days: You fully own your accounts. Reporting leads to action. You are proactively surfacing risks and opportunities before anyone asks. Your clients trust your judgment.90 Days: You are a strategic growth partner to your clients. You have identified at least one upsell or expansion opportunity per account and had the conversation confidently. You are contributing to how ECD works,not just what it delivers.What Is In It For YouLead retention strategy for 7–8 figure e-commerce brands — real accounts, real ownership, real impact.Work directly with ECD's leadership and collaborate on advanced retention and growth strategies.Act as a growth advisor, not just an account strategist. You will have the autonomy to identify and lead expansion conversations across our full service stack.Fully remote and flexible schedule, work from anywhere in Latin America.Access to continuing education, tools, and resources to grow in your field.Competitive compensation in USD, depending on experience.A team actively investing in AI, automation, and smarter systems, you will help shape how we work, not just follow how it has always been done.How We OperateWe operate above the line. That means:Accountability — See it. Own it. Solve it. Do it.Proactivity — Do not wait. Act now.Ownership — Ask 'What else can I do?' — not 'Is this my job?'Respect — For your clients, your teammates, and yourself.Curiosity — Stay hungry. Embrace change. Build better.Ready to own it? We are ready for you.Apply at ECD Digital Strategy