OP
Senior Customer Success Manager managing complex Federal customer accounts and driving technology adoption at Casepoint. Developing strategies for retention and value realization across diverse stakeholder groups.
About the role
- Own end-to-end management of email and SMS channels, including segmentation, content strategy, automation flows, campaign execution, and reporting.
- Develop and implement lifecycle strategies that increase 30, 90, and 365 day LTV.
- Build and execute campaigns, flows, and automations that support retention objectives.
- Partner closely with the creative team to provide data-driven feedback to optimize campaign design, messaging, and overall effectiveness.
- Serve as the primary owner of relationships with CRM platform partners and vendor representatives, ensuring PopSockets is maximizing platform capabilities.
- Evaluate and optimize the CRM tech stack, being thoughtful and strategic in investments in new tools.
- Actively explore and leverage AI solutions to drive growth, improve personalization, and streamline CRM operations.
- Optimize campaigns through A/B testing, personalization, and customer journey mapping.
- Manage CRM performance health: list hygiene, deliverability, compliance (CAN-SPAM, TCPA, GDPR), and engagement.
- Collaborate with paid media, product, and e-commerce teams to ensure a cohesive customer journey across channels.
- Explore and build loyalty and referral programs to further improve retention.
- Track, analyze, and report performance metrics, translating insights into actionable recommendations.
- 100% ownership of all global CRM operations, ensuring technical requirements (languages, account structures, and localization) are in place to deliver the best customer experience worldwide.
Requirements
- Bachelor’s degree in marketing, business, or related field, or equivalent experience.
- 5–7 years of experience in CRM, lifecycle marketing, or email/SMS marketing in e-commerce or DTC.
- Hands-on experience with ESP/SMS platforms (e.g., Klaviyo, Attentive).
- Proven track record of growing LTV and retention metrics through CRM programs.
- Demonstrated ability to extract data-driven creative insights and translate them into design and messaging optimizations that directly improve retention outcomes.
- Ability to thrive in both strategic and tactical execution.
- Strong analytical skills, with comfort using data to inform decisions and feedback.
- Experience evaluating and managing CRM technology platforms; interest in leveraging AI-driven solutions for personalization and efficiency.
- Excellent communication skills for cross-functional and creative collaboration.
- Strong organizational skills and attention to detail.
- Familiarity with platforms like Global-e for cross-border commerce is a plus
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