• Act as the first point of contact from customer inquiries related to general and technical product functionality, pricing, and upgrades. • Track, troubleshoot, and resolve customer requests and issues through chat, phone, and ticketing systems - escalate where necessary. • Support daily Customer Success operations, including ticket administration, queue organization, backlog triage assistance, and assignment coordination. • Maintain accurate records in customer systems and tools (CRM, ticketing platform, billing systems), ensuring data completeness and consistency. • Assist with customer onboarding and renewal administration, including documentation collection, scheduling support, and internal coordination. • Prepare routine reports, dashboards, and data summaries to support team tracking, Monthly Operating Reviews, and leadership updates. • Support billing and accounts administrative tasks, including invoice tracking, data verification, and coordination with Finance or Billing teams. • Assist with customer communications such as follow‑ups, documentation delivery, and standardized outreach under guidance of senior team members. • Maintain and update internal process documentation, templates, and knowledge base materials. • Support pricing, subscription, and account change administration, ensuring requests are logged and routed correctly. • Help track team performance metrics and service‑level adherence. • Identify process gaps, inefficiencies, or recurring issues and escalate recommendations for improvement. • Provide general administrative support for the Customer Success team, including meeting coordination, task tracking, and cross‑functional follow‑ups. • Perform other operational and administrative duties as assigned.

• This is not traditional customer support. You are the vital bridge between our clients and our creative teams. • Your mission is to turn vague client goals into razor-sharp creative direction while keeping the production engine moving without friction. • You aren't just a "replier"—you are a consultant who advocates for the client’s vision while having the backbone to challenge them when their input is vague. • You will use AI tools to summarize, structure, and refine communication so you can focus on what matters: high-level judgment and driving successful outcomes. • Strategic Advocacy: Spot risks early before they become issues and act on them proactively. • Input Excellence: Push back on vague or low-quality briefs. Guide clients toward better inputs to ensure world-class design results. • Structured Communication: Keep all correspondence tight, clear, and useful. No over-explaining—just clarity. • Service Optimization: Improve how clients use Deer Designer over time, moving from reactive support to proactive partnership. • AI-Enhanced Workflow: Leverage AI to draft, structure, and refine your communication and internal processes to 10x your efficiency.

• Strategic Advocacy: Spot risks early before they become issues and act on them proactively. • Input Excellence: Push back on vague or low-quality briefs. Guide clients toward better inputs to ensure world-class design results. • Structured Communication: Keep all correspondence tight, clear, and useful. No over-explaining—just clarity. • Service Optimization: Improve how clients use Deer Designer over time, moving from reactive support to proactive partnership. • AI-Enhanced Workflow: Leverage AI to draft, structure, and refine your communication and internal processes to 10x your efficiency.

Role Description Own the full CRM and lifecycle marketing function for a subscription ecommerce company (Mystery Tackle Box / Catch Co) that is rebuilding its growth engine from the ground up. This person will manage all email and SMS marketing through Klaviyo, build and optimize lifecycle flows that directly impact retention and revenue, run the affiliate program, and use data to continuously improve how we communicate with subscribers at every stage of their journey. You will be the only person in this seat. There is no team to inherit — you are the team. Core Responsibilities - Own all email and SMS marketing execution in Klaviyo: campaign calendar, segmentation, A/B testing, deliverability, and performance reporting. - Build, maintain, and optimize lifecycle flows including dunning/failed payment recovery, pre-rebill engagement, win-back, cross-sell, gift-to-paid conversion, and new subscriber onboarding. - Manage audience segmentation across subscriber types (paid, gift, promo) with different communication strategies for each based on their lifecycle stage and churn profile. - Design and execute retention-focused campaigns that reduce voluntary churn and increase subscriber lifetime value. - Run the affiliate program: recruit and onboard affiliates, manage communications, track performance, and optimize incentive structures. - A/B test subject lines, send times, content, offers, and flow logic with statistical rigor — not just gut feel. - Monitor and report on email/SMS channel performance (open rates, click rates, conversion rates, revenue attribution, list health) with written analysis, not just dashboards. - Coordinate with the creative team on email and SMS asset needs, providing performance data to inform what gets produced next. - Proactively flag deliverability issues, list hygiene problems, and engagement drop-offs before they become crises. - Support broader growth initiatives by leveraging the email list (1.6M+ contacts) as a high-leverage owned audience channel. What Makes You the Right Fit - You think in systems, not sends. Individual campaigns matter, but you build the machine that nurtures subscribers from first touch through year-two renewal. - You're a retention thinker. You understand that keeping a subscriber is cheaper than acquiring one, and you build flows that prove it. - You're data driven but action oriented. You don't just report that open rates dropped, you diagnose why, fix it, and document what you changed. - You're proactive, not reactive. Deliverability issues, engagement cliffs, and broken flows get caught before leadership asks about them. - You operate independently. This is a solo role with high ownership. You manage your own priorities, and flag what matters. - You communicate clearly. Your reports tell a story. Your briefs to creative are specific. Requirements - Minimum 3 years hands-on experience managing email and SMS marketing in Klaviyo (not just "familiar with", you should be building flows, writing segmentation logic, and debugging deliverability issues). - Demonstrated experience building lifecycle/retention flows for a subscription or recurring revenue business (dunning, win-back, pre-rebill engagement, onboarding sequences). - Experience with audience segmentation beyond basic demographics: behavioral triggers, purchase history, subscriber type, lifecycle stage. - Track record of measurably improving retention metrics (churn reduction, reactivation rates, LTV increases) through lifecycle marketing. - Experience running A/B tests on email/SMS with structured methodology and documented results. - Strong written communication in English for reporting, creative briefs, and cross team coordination. - Self-directed problem solver who surfaces issues before being asked. Preferred Skills - Experience managing an affiliate or referral program. - Experience with Shopify and Recharge integrations within Klaviyo. - Experience with subscription box or D2C subscription businesses specifically. - Understanding of email deliverability best practices (warm up strategies, list hygiene, spam avoidance, authentication). - Experience leveraging large dormant or lapsed email lists for re-engagement without destroying sender reputation. - Experience with survey tools and customer feedback loops integrated into lifecycle flows. - Experience with Trustpilot or review generation campaigns. - Familiarity with AI tools for content generation, segmentation optimization, or workflow automation.