About the Role

This is a senior, client-facing seat — the person who owns a portfolio of accounts end-to-end and is the reason clients renew, expand, and refer to us.

You’ll lead a pod of two Retention Marketing Specialists, run the client relationship across strategy and delivery, and be the bar-raiser for everything that goes out of Propel’s door — flows, copy, segmentation logic, dashboards, QBRs. You’ll work directly with the founders on growing accounts, sharpening our craft, and shipping work that compounds for our clients quarter after quarter.

It’s a role for someone who’s already run lifecycle programs at scale, knows what “good” looks like in at least one major ESP, has held a client relationship through hard moments, and now wants the leverage of leading a team inside a fast-moving consulting firm.

Key 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

What You Get

A senior position with real ownership — your portfolio, your pod, your P&L visibility, working
shoulder-to-shoulder with the founders
Competitive compensation with performance-based incentives tied to retention, expansion, and pod performance
A career path that opens up fast — Senior Account Manager → Group Account Manager → Director of Client Strategy as we scale toward $10M ARR
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

Required Competencies

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

Bonus Points

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

Role FAQs

1- How is this role different from the Retention Marketing Specialist role?

RMSes own the build — flows, copy briefs, ESP execution, reporting. You own the account — the relationship, the strategy, the quality of what RMSes ship, and the commercial health of the portfolio. They go deep on one thing; you stay zoomed-out across many.

2- How many clients will I manage?

A portfolio of 4–6 active accounts, depending on complexity. You’ll be the single point of accountability for each.

3- How many people will report to me?

Two Retention Marketing Specialists at the start. The pod grows as your portfolio grows.

4- What’s the split between strategy, client management, and delivery oversight?

Roughly 40% strategy and client relationship, 40% reviewing and steering the pod’s delivery, 20% hands-on work (sharp briefs, complex flow architecture, escalations). The mix shifts toward strategy as the pod matures.

5- Will I write copy or build flows myself?

Occasionally — for the hardest briefs, the most strategic launches, or when teaching the pod. But the default is: you brief, review, and elevate; the RMSes build.

6- What ESPs will I work in?

Whatever the client uses — most often Customer.io, Braze, Klaviyo, Iterable, MoEngage, or CleverTap. We expect deep fluency in one and the ability to ramp on the others within weeks.

7- Why is this on-site in HSR?

Because the work compounds when the pod is in the same room — reviewing builds together, role-playing client calls, debugging a flow on the same screen. Founders are on-site daily; you will be too.

8- What does the US client overlap look like?

Most client calls land between 5–9 PM IST. You’re not on permanent night shift, but you should be comfortable with that block 3–4 days a week.

9- What’s the growth path?

Senior Account Manager → Group Account Manager (managing multiple pods) → Director of Client Strategy (owning the delivery org). We’re scaling fast — the next layer of leadership at Propel is being built from people in this seat.