Responsibilities

• Own a portfolio of 6–8 client accounts end-to-end — strategy, roadmap, delivery quality, retention, growth, and renewal
• Lead, coach, and unblock a pod of two Retention Marketing Specialists; review their work, raise the bar, and grow them into the next layer of Propel leadership
• Run the client relationship: weekly syncs, monthly business reviews, quarterly strategy planning, and escalation handling — be the voice of Propel for your clients
• Architect lifecycle programs across email, push, SMS, WhatsApp, and in-app — including onboarding, activation, engagement, win-back, and reactivation flows
• Own the QA layer — nothing ships under your name without passing your bar for strategy, copy, segmentation, deliverability, and measurement
• Translate client data into decisions: read cohort retention, flow-level revenue, engagement decay, and turn it into the next 30/60/90-day plan
• Partner with founders on account expansion — surface new scopes, write SOWs, and own commercial conversations with clients up to a defined threshold
• Be the in-house expert on your accounts’ ESPs (Customer.io, Braze, Klaviyo, Iterable, MoEngage, or CleverTap) and the connective tissue between them and the rest of the stack (CDP, analytics, attribution)
• Codify what works — turn repeated patterns from your accounts into playbooks, templates, and internal IP that level up the rest of the team

Requirements

• 5–8 years lifecycle / CRM / retention
• 2+ years in agency or consulting
• Hands-on ESP fluency (Customer.io, Braze, Klaviyo, Iterable, MoEngage, CleverTap)
• Track record running multi-channel flows for B2C apps / DTC
• Proven people management — even small teams
• Strong client presence with founders & growth leads
• Fluency in cohort retention, funnel, deliverability data
• Structured operator — nothing falls through the cracks
• AI-forward in daily work — copy, segmentation, QA, reporting
• Comfort with US time-zone overlap for client calls
• Bar-raiser for strategy, copy, segmentation quality
• Ownership-driven, service-oriented, tenacious

Preferred

• Background working with US-based B2C startups or digital health products
• Experience with CDPs (Segment, mParticle, Rudderstack) and product analytics (Mixpanel, Amplitude)
• Have rebuilt a broken lifecycle program from scratch and have the receipts
• Active in the lifecycle community — Customer.io / Braze / Klaviyo certifications, conference talks, written work

Benefits

• A front-row seat to AI-native lifecycle marketing — you’ll work on tooling, agents, and workflows that most agencies are years away from
• The flexibility to operate as a senior leader — outcomes over inputs, autonomy over micromanagement