Customer Success Manager Job Description Template

An effective description can help you hire the best fit for your job. Check out our tips to provide details that skilled professionals are looking for.

Hire Customer Success Managers

Looking to find work instead?

Trusted by

Customer Success Manager Job Description Template

A customer success manager (CSM) plays a central role in guiding customers through each stage of their journey, helping them achieve goals and fostering satisfaction. In this role, a CSM builds strong customer relationships, supports retention, reduces churn, and identifies upselling and expansion opportunities. This is especially critical in SaaS, where long-term customer satisfaction aligns directly with the company's business model and revenue growth. Serving as a bridge between product teams, sales teams, and customers, the CSM ensures communication stays clear and supports alignment with broader business goals.

This customer success manager job description template will help you attract candidates with the communication skills, problem-solving abilities, and relationship management expertise needed to excel in this role. Posting on platforms like Upwork can connect you with top talent for your customer success team.

Copy to Clipboard

Job Overview

We seek a motivated customer success manager (CSM) to oversee the customer experience and help clients achieve their business goals with our products. The CSM will collaborate with sales, product, and customer support teams to streamline onboarding and build lasting customer relationships. This role spans the full customer lifecycle, from onboarding to renewals, ensuring each stage is optimized for success.

Ideal candidates will have strong project management skills, experience handling multiple client accounts, and excellent communication abilities. Responsibilities include tracking key metrics (such as retention and NPS), identifying churn risks, and pursuing upsell and cross-selling opportunities. If you're skilled in relationship management and have experience with customer data and CRM tools, we invite you to apply.

Key Responsibilities

As a customer success manager, your role will involve:

Customer onboarding. Guide new clients through the onboarding process, helping them understand how to use the company's products effectively and making sure initial expectations are clearly defined and met.
Retention efforts. Proactively manage customer satisfaction to drive retention and reduce churn by addressing potential issues early and providing continuous support throughout the customer journey.
Customer relationships. Build strong, long-term customer relationships by serving as the primary point of contact for any client concerns or customer issues. Act as an advocate for the customer, making sure their feedback is heard and addressed by the company.
Collaboration. Work closely with sales teams, product teams, customer support, and other internal teams to meet the client's needs throughout their lifecycle, from onboarding to renewals and expansions.
Upselling and cross-selling. Identify opportunities for upsell and cross-selling by understanding the client's evolving needs and recommending additional products or services that add value.
Customer feedback analysis. Collect and analyze feedback from the customer base to identify product improvements, report findings to stakeholders, and improve customer engagement. This may involve regular customer interviews, surveys, and NPS tracking.
Tracking metrics. Monitor key metrics, including NPS, customer retention, and churn, to track success and identify areas for improvement. Utilize tools like CRM systems to keep track of customer data and lifecycle stages.
Customer success initiatives. Lead and execute customer success initiatives that improve product adoption, drive customer loyalty, and increase customer satisfaction.
Problem solving. Address and prioritize complex customer issues and deliver solutions that align with the client's needs and the company's business objectives. Coordinate with customer support and product teams to resolve issues efficiently.

Qualifications and Skills

Below are the criteria for a candidate to be considered for the role of customer success manager:

Education. A bachelor's degree in business, marketing, communications, or a related field.
Experience. 3-5 years of experience in customer success, account management, or project management within a SaaS or technology environment. Experience working with CRM tools is essential.
Communication skills. Excellent verbal and written communication skills with a focus on relationship-building, customer advocacy, and active listening.
CRM tools. Proficiency with CRM tools like Salesforce or HubSpot to manage customer data, track performance metrics, and identify expansion opportunities. Familiarity with NPS tracking tools and reporting systems is a plus.
Problem-solving. Strong problem-solving abilities and experience in resolving customer issues in a timely and efficient manner. A good customer success manager should have a proactive approach to identifying potential problems before they escalate.
Collaboration. Ability to work collaboratively with cross-functional teams, including product management, sales teams, and customer support, to ensure the successful implementation of customer success initiatives.
Metrics and KPIs. Experience tracking key metrics, such as NPS, customer retention, churn, and upsell rates, to measure performance.
Customer-centric approach. A passion for delivering excellent customer experiences and building long-lasting customer relationships.

About Our Company

[Company Name] is an innovative leader in [Industry], committed to delivering customer-centric solutions that help our clients achieve their business goals. Customer success is at the heart of everything we do, and we pride ourselves on delivering exceptional customer experiences from onboarding to long-term customer retention. Our team works closely with clients to support them at every stage of the customer journey. Join our team and help shape the future of customer success.

Copy to Clipboard

What does a customer success manager do?

A customer success manager (CSM) helps customers achieve their goals with the company's products and services. By guiding clients through the customer journey, a CSM improves satisfaction, boosts retention, and uncovers upselling and cross-selling opportunities.

Key responsibilities include:

Building customer relationships
Resolving issues
Collaborating with internal teams
Tracking metrics
Analyzing customer feedback

A successful CSM supports clients in overcoming challenges and maximizing product value, leading to higher retention, reduced churn, and positive customer outcomes.

Customer success manager duties and responsibilities

A customer success manager plays an essential role in helping customers have a positive experience with the company's products. Key responsibilities include:

Customer onboarding. Guiding new customers through onboarding, setting them up for success, and providing support during their initial months.
Customer retention. Improving retention by addressing potential issues, reducing churn, and implementing strategies based on client feedback.
Customer relationships. Building and maintaining strong relationships while serving as the primary contact for client concerns and queries.
Collaboration. Working closely with sales, product management, and other teams to deliver a seamless experience and align strategies with company goals.
Upselling. Identifying and pursuing opportunities for upselling and cross-selling to add value.
Customer feedback analysis. Collecting and analyzing feedback to enhance products, services, and engagement; sharing insights with stakeholders for product alignment.
Tracking metrics. Monitoring success metrics such as NPS, retention, churn, and upsell rates to improve customer experience continuously.

How to write a customer success manager job description

When writing a customer success manager job description, it's important to emphasize the skills and qualifications needed for the role while clearly outlining the responsibilities. Follow these steps:

Start with a clear job title. Use "Customer Success Manager" as the job title to attract the right candidates.
Write a concise job overview. Summarize the role and its importance in improving customer retention and satisfaction.
List key responsibilities. Include specific tasks like customer onboarding, tracking metrics, and managing customer relationships.
Specify qualifications. Highlight qualifications like a bachelor's degree, years of experience, and proficiency with CRM tools.
Include company information. Give a brief overview of your company's mission and the importance of customer success to your overall goals.

FAQ about customer success managers

1. What is the typical customer success manager salary?

A customer success manager's salary typically ranges from $110,000 to $198,000 annually, depending on experience, industry, and location, according to Glassdoor. Senior CSMs or those in larger companies may earn more, especially in industries where customer success is tied directly to revenue growth and retention.

2. What skills are essential for a good customer success manager?

A good customer success manager needs:

Strong communication skills
Problem-solving abilities
Experience with CRM tools
The ability to manage customer relationships
Skill in tracking metrics
Effective collaboration with internal teams
The ability to anticipate customer needs and deliver proactive solutions

3. How does a customer success manager help with customer retention?

A customer success manager supports customer retention by addressing potential issues early, maintaining strong relationships, and guiding clients through onboarding for long-term success. Regular check-ins and a clear understanding of client needs help them prevent churn and build customer loyalty.

4. What qualifications are required for a customer success manager role?

A bachelor's degree in business, marketing, or a related field is typically required. Employers often seek candidates with at least three years of experience in customer success or account management and proficiency in CRM tools like Salesforce or HubSpot.

5. What metrics does a customer success manager track?

A CSM tracks metrics such as NPS, customer retention, churn, and upsell rates to assess success and enhance customer satisfaction. These metrics help CSMs spot potential issues and improve customer success strategies.

Hire customer success managers on Upwork

Looking for a talented customer success manager to help improve customer retention and satisfaction? Post a job on Upwork to connect with top professionals who specialize in customer success, relationship management, and driving customer engagement. Whether you need to improve onboarding or reduce churn, Upwork has the talent you need.

Customer Success Manager Hiring Resources

Explore talent to hire

Learn about cost factors

See interview questions

4.6/5

clients rate based on reviews

Hire Customer Success Managers

Customer Success Managers you can meet on Upwork

$45 hourly
Rohit B.
- 4.9
- (30 jobs)
Kathmandu, PROVINCE 3
Customer Success Managers
Email Marketing Strategy
Email Marketing Report
Email Campaign Setup
A/B Testing
Customer Retention Strategy
Customer Retention
Shopify
Email Automation
Klaviyo
Email Campaign
Email Deliverability
Email Marketing
Email Design
Email Communication
Figma
Most Shopify and DTC brands are sitting on a goldmine they don't even know about. Their email list. The problem isn't the product. It's that their flows are broken, their campaigns are inconsistent, and no one is looking at the full picture. That's exactly where I come in. I'm Rohit, an email marketing specialist focused exclusively on Shopify and DTC brands. I've worked with e-commerce businesses across different niches and one thing is always true: there's always revenue being left on the table. My job is to find it and fix it. I start every engagement with a full Klaviyo account audit, mapping out what's working, what's broken, and where the biggest opportunities are hiding. From there, I build and execute a strategy tailored to your brand, not copy-pasted from a template. I handle everything your email channel needs. That includes Klaviyo account audits and strategy roadmaps, flow setup and optimization across your welcome series, abandoned cart, post-purchase, winback, and browse abandonment sequences, campaign planning, copywriting, design, list segmentation, deliverability improvement, A/B testing, and performance tracking. If it touches your email channel, it's covered. You're not hiring a designer who dabbles in marketing, or a copywriter who doesn't understand Klaviyo. You're getting someone who handles the strategy, the design, the copy, and the technical setup, end to end. One person, full accountability, zero hand-holding required. I don't take on every client. I work best with Shopify and DTC brands that have a real product, a growing list, and are ready to make email a serious revenue channel, not an afterthought. If that sounds like you, send me a message and let's start with an audit. You'll know exactly where you stand within days.
$34 hourly
Cheyenne H.
- 5.0
- (16 jobs)
Cleveland County, OK
Customer Success Managers
Employee Training
Administrative Support
Phone Communication
Customer Retention
Account Management
Customer Acquisition
Email Communication
Customer Service
Sales
Are you seeking assistance with customer acquisition, follow-up with lost leads, onboarding new clients, customer retention, or account management? These are areas where I excel and take pleasure, and I am eager to put my skills to work in helping your business grow and building trust with your clients. My experience includes several years of remote work with start-ups, as well as the ability to self-manage effectively and maintain a strong drive for perfection. My palpable passion for helping customers succeed and reach their goals is evident in my coaching approach. My friendly, caring, and upbeat personality translates well to my phone presence, as I have a talent for quickly building trust with clients and winning them over, even in challenging situations. I enjoy working collaboratively with others and am a dedicated team player who is always willing to help colleagues. Additionally, I have created training materials and conducted one-on-one and group training. I firmly believe that customer education plays a crucial role in the buying process today, and my goal is to become a Subject Matter Expert in order to provide customers with the knowledge and confidence necessary to make informed decisions. I am excited about the opportunity to work with you and bring my passion, charisma, and strong work ethic to your company.
$50 hourly
Steven G.
- 4.8
- (1 job)
Freeport, NY
Customer Success Managers
Sales
Digital Marketing Strategy
Internet Marketing
Social Media Marketing Strategy
Digital Marketing
Customer Retention
Customer Discovery
Social Media Training
Customer Acquisition
Social Media Management
Most businesses do not need more random content or a bigger ad budget. They need their ads, website, content, and follow-up working together. I help businesses optimize paid campaigns and turn core content into a visibility system across search, social, video, email, ads, and sales follow-up. My core strength is campaign optimization. I look at where money, traffic, attention, and leads are leaking, then build a better system around the campaign. In my current role with a U.S. biomedical equipment manufacturer, I helped drive 45% revenue growth while cutting total ad spend 43%. I reduced Google Ads cost-per-conversion by more than 80%, rebuilt paid campaigns across Search, Display, Video, and Shopping, improved customer follow-up, closed deals up to $80K, and helped build marketing systems that support sales, distributors, content, and website growth. But paid ads alone are not enough. A strong blog, podcast, buyer guide, webinar, product page, or long-form video should not die after one post. It can become YouTube content, short-form clips, LinkedIn posts, SEO content, email copy, retargeting angles, landing page copy, and sales follow-up material. That is where I help. I connect campaign optimization with content visibility so your marketing stops working in separate pieces and starts working like a system. Here’s what I can help with: • Paid ads audits and campaign optimization • Google Ads campaign restructuring across Search, Display, Video, Shopping, and retargeting • Campaign targeting, keyword, budget, and ad copy review • Landing page and website messaging audits • SEO content strategy for blogs, service pages, product pages, and buyer guides • Video-first content repurposing from podcasts, blogs, webinars, and long-form content • Content pillar systems for YouTube, LinkedIn, TikTok, Instagram, email, and ads • Sales follow-up sequences for leads, quotes, consultations, and inactive prospects • Visibility audits that diagnose where your ads, content, website, and follow-up are breaking down The best fit is a business that already has a real product, service, or offer but needs sharper campaigns, clearer messaging, stronger content distribution, and a better path from visibility to revenue. If your ads are underperforming, your content is inconsistent, or your best ideas are trapped in one blog, podcast, video, or sales call, let’s turn that into a system.

$45 hourly
Rohit B.
- 4.9
- (30 jobs)
Kathmandu, PROVINCE 3
Customer Success Managers
Email Marketing Strategy
Email Marketing Report
Email Campaign Setup
A/B Testing
Customer Retention Strategy
Customer Retention
Shopify
Email Automation
Klaviyo
Email Campaign
Email Deliverability
Email Marketing
Email Design
Email Communication
Figma
Most Shopify and DTC brands are sitting on a goldmine they don't even know about. Their email list. The problem isn't the product. It's that their flows are broken, their campaigns are inconsistent, and no one is looking at the full picture. That's exactly where I come in. I'm Rohit, an email marketing specialist focused exclusively on Shopify and DTC brands. I've worked with e-commerce businesses across different niches and one thing is always true: there's always revenue being left on the table. My job is to find it and fix it. I start every engagement with a full Klaviyo account audit, mapping out what's working, what's broken, and where the biggest opportunities are hiding. From there, I build and execute a strategy tailored to your brand, not copy-pasted from a template. I handle everything your email channel needs. That includes Klaviyo account audits and strategy roadmaps, flow setup and optimization across your welcome series, abandoned cart, post-purchase, winback, and browse abandonment sequences, campaign planning, copywriting, design, list segmentation, deliverability improvement, A/B testing, and performance tracking. If it touches your email channel, it's covered. You're not hiring a designer who dabbles in marketing, or a copywriter who doesn't understand Klaviyo. You're getting someone who handles the strategy, the design, the copy, and the technical setup, end to end. One person, full accountability, zero hand-holding required. I don't take on every client. I work best with Shopify and DTC brands that have a real product, a growing list, and are ready to make email a serious revenue channel, not an afterthought. If that sounds like you, send me a message and let's start with an audit. You'll know exactly where you stand within days.
$34 hourly
Cheyenne H.
- 5.0
- (16 jobs)
Cleveland County, OK
Customer Success Managers
Employee Training
Administrative Support
Phone Communication
Customer Retention
Account Management
Customer Acquisition
Email Communication
Customer Service
Sales
Are you seeking assistance with customer acquisition, follow-up with lost leads, onboarding new clients, customer retention, or account management? These are areas where I excel and take pleasure, and I am eager to put my skills to work in helping your business grow and building trust with your clients. My experience includes several years of remote work with start-ups, as well as the ability to self-manage effectively and maintain a strong drive for perfection. My palpable passion for helping customers succeed and reach their goals is evident in my coaching approach. My friendly, caring, and upbeat personality translates well to my phone presence, as I have a talent for quickly building trust with clients and winning them over, even in challenging situations. I enjoy working collaboratively with others and am a dedicated team player who is always willing to help colleagues. Additionally, I have created training materials and conducted one-on-one and group training. I firmly believe that customer education plays a crucial role in the buying process today, and my goal is to become a Subject Matter Expert in order to provide customers with the knowledge and confidence necessary to make informed decisions. I am excited about the opportunity to work with you and bring my passion, charisma, and strong work ethic to your company.
$50 hourly
Steven G.
- 4.8
- (1 job)
Freeport, NY
Customer Success Managers
Sales
Digital Marketing Strategy
Internet Marketing
Social Media Marketing Strategy
Digital Marketing
Customer Retention
Customer Discovery
Social Media Training
Customer Acquisition
Social Media Management
Most businesses do not need more random content or a bigger ad budget. They need their ads, website, content, and follow-up working together. I help businesses optimize paid campaigns and turn core content into a visibility system across search, social, video, email, ads, and sales follow-up. My core strength is campaign optimization. I look at where money, traffic, attention, and leads are leaking, then build a better system around the campaign. In my current role with a U.S. biomedical equipment manufacturer, I helped drive 45% revenue growth while cutting total ad spend 43%. I reduced Google Ads cost-per-conversion by more than 80%, rebuilt paid campaigns across Search, Display, Video, and Shopping, improved customer follow-up, closed deals up to $80K, and helped build marketing systems that support sales, distributors, content, and website growth. But paid ads alone are not enough. A strong blog, podcast, buyer guide, webinar, product page, or long-form video should not die after one post. It can become YouTube content, short-form clips, LinkedIn posts, SEO content, email copy, retargeting angles, landing page copy, and sales follow-up material. That is where I help. I connect campaign optimization with content visibility so your marketing stops working in separate pieces and starts working like a system. Here’s what I can help with: • Paid ads audits and campaign optimization • Google Ads campaign restructuring across Search, Display, Video, Shopping, and retargeting • Campaign targeting, keyword, budget, and ad copy review • Landing page and website messaging audits • SEO content strategy for blogs, service pages, product pages, and buyer guides • Video-first content repurposing from podcasts, blogs, webinars, and long-form content • Content pillar systems for YouTube, LinkedIn, TikTok, Instagram, email, and ads • Sales follow-up sequences for leads, quotes, consultations, and inactive prospects • Visibility audits that diagnose where your ads, content, website, and follow-up are breaking down The best fit is a business that already has a real product, service, or offer but needs sharper campaigns, clearer messaging, stronger content distribution, and a better path from visibility to revenue. If your ads are underperforming, your content is inconsistent, or your best ideas are trapped in one blog, podcast, video, or sales call, let’s turn that into a system.
$35 hourly
Olakunle O.
- 5.0
- (5 jobs)
Lagos, LA
Customer Success Managers
Email Marketing Strategy
Ecommerce Marketing
Customer Retention
Customer Lifecycle Messaging
Customer Relationship Management
SMS
Zapier
Landing Page
Marketing Strategy
Email Marketing
Sales Funnel
Lead Generation
CRM Automation
Marketing Automation
Automation
HighLevel
Klaviyo
Shopify
Marketing Analytics
Customer Retention Strategy
Most teams treat their CRM like an SMS or newsletter tool. I treat it like a revenue growth engine. That shift is worth millions, and most brands don't see what they're losing until someone shows them. I've spent 4+ years in lifecycle and retention marketing, building the systems that turn one-time buyers into repeat customers and silent subscribers into reliable revenue. Klaviyo, Braze, Customer..io, Iterable, HubSpot, ActiveCampaign, Brevo, MailerLite, and GoHighLevel. Different platforms, same job: design the journeys that compound revenue after acquisition. Acquisition cost keeps rising. Paid social CAC has roughly doubled in three years. The brands winning now aren't spending more on ads. They're squeezing more from every customer they've already paid to acquire. Welcome flows that actually convert. Abandoned cart sequences that recover real money. Post-purchase journeys that turn first orders into second, third, tenth. Replenishment reminders that hit before the customer thinks to reorder. Win-back flows that pull churned subscribers back before they're gone. VIP tracks that protect the customers who matter most. When this work is done badly, it doesn't look like a fire. It looks like a slow leak. Brands quietly lose 20 to 40 percent of their potential lifetime value to broken flows, lazy segmentation, fatigued lists, and emails that quietly hit spam. The cost shows up in the gap between the revenue you're making and the revenue you should be. Recent build: a French health and wellness brand needed to turn cold leads into bookings and repeat customers. I designed a lead-to-booking lifecycle, segmented prospects by engagement state, ran email and SMS as one coordinated journey, and iterated weekly on cadence, copy, and channel mix. Over €100,000 in attributed booked revenue. Lifted repeat-booking rate. Not by sending more emails. By sending the right email to the right segment, at the right moment. What I bring: - Platform fluency across the major lifecycle stacks. Triple Klaviyo certified. - Flow architecture that drives revenue, not vanity metrics. - SMS and WhatsApp as real channels, integrated with email. - Structured A/B testing weekly, not quarterly. Wins are documented in a reusable playbook. - AI in production. Claude and ChatGPT for copy and segmentation, n8n for sync, enrichment, and alerts. I work for founders, agencies, and growth teams. If your CRM should be earning more than it is, let's talk.
$35 hourly
Rodney B.
- 4.9
- (4 jobs)
Milwaukee, WI
Customer Success Managers
IT Support
Management Skills
Web Design
Administrative Support
Data Entry
Customer Support
Customer Service
Microsoft Office
Customer Retention
Customer Experience
Email Support
Online Chat Support
Social Media Management
Efficient and a problem solver, empathetic and follow up on issues to ensure it is adequately resolved and above all customer satisfaction is the key. Proficient in Microsoft Office, Online chat with customers to resolve problems, Working with customers online and via phone.
$150 hourly
Dominick P.
- 5.0
- (0 jobs)
Philadelphia, PA
Customer Success Managers
Customer Retention
Sales
Data Cleaning
Data Analysis
Data Integration
Salesforce
SQL Programming
Pre-Sales
Data Interpretation
Data Migration
Data Visualization
Looker
SQL
🚀 Sales Strategy & GTM Execution | $20M+ Impact | Fractional VP of Sales / CMO I specialize in transforming sales organizations. Over my career, I’ve been tied to $20M+ in attributable profit by helping companies build scalable systems, compelling messaging, and high-performance sales teams. Through my firm, Palma Consulting Services, I help startups and growing businesses accelerate revenue with a mix of sales strategy, process design, enablement, and marketing execution. Clients hire me for both project-based consulting and fractional leadership roles (VP of Sales, CMO, or Sales Ops). 🔧 What I Deliver • Sales Strategy – GTM frameworks, ICP refinement, sales motion mapping • Sales Process & Automation – Funnel design, pipeline optimization, tooling • CRM Optimization – HubSpot, Salesforce, and custom workflows that drive adoption • Comp Plans & Commission Models – Aligned incentives that scale • Sales Enablement – Call scripts, email sequences, playbooks, objection handling • Collateral Creation – Sales decks, battlecards, case studies, and more • Lead Generation Support – Targeting, messaging, and outbound strategy • Copywriting & Email Campaigns – High-converting messaging across channels 📞 How I Work • Weekly calls and milestone reviews • Shared Google Drive folder system for real-time collaboration • Slack/WhatsApp/email access for day-to-day communication • Transparent timelines and crystal-clear expectations 🧠 Background & Expertise • 6+ years in B2B Sales & Marketing Strategy • 5+ years Negotiation & Sales Management • Background in Product Development & Contract Law • Trusted by startups, agencies, and established SMBs ⸻ ✅ Proactive & Transparent – You’ll always know what’s happening and why ✅ Scale-Ready Systems – I build repeatable processes that grow with you ✅ Client Obsessed – I care about your results like they’re my own ⸻ Let’s start with a free 15–30 min strategy call to align on goals and identify the highest-ROI opportunities. Whether you’re building from scratch or ready to break through a plateau, I’m here to help you win.
$35 hourly
Salawu M.
- 4.9
- (200 jobs)
Lagos, LA
Customer Success Managers
WooCommerce
CRM Automation
Customer Retention
Email Deliverability
A/B Testing
Shopify
Email Design
Audience Segmentation
Email Marketing Strategy
Email Marketing Platform Support
Email Campaign Setup
Email Automation
Ecommerce Marketing
Email Marketing
Klaviyo
𝐈 𝐡𝐞𝐥𝐩 𝐞𝐜𝐨𝐦𝐦𝐞𝐫𝐜𝐞 𝐛𝐫𝐚𝐧𝐝𝐬 𝐠𝐞𝐧𝐞𝐫𝐚𝐭𝐞 𝟐𝟎–50% 𝐨𝐟 𝐫𝐞𝐯𝐞𝐧𝐮𝐞 𝐭𝐡𝐫𝐨𝐮𝐠𝐡 𝐊𝐥𝐚𝐯𝐢𝐲𝐨 𝐮𝐬𝐢𝐧𝐠 𝐥𝐢𝐟𝐞𝐜𝐲𝐜𝐥𝐞 𝐬𝐭𝐫𝐚𝐭𝐞𝐠𝐲, 𝐚𝐝𝐯𝐚𝐧𝐜𝐞𝐝 𝐬𝐞𝐠𝐦𝐞𝐧𝐭𝐚𝐭𝐢𝐨𝐧, 𝐚𝐧𝐝 𝐡𝐢𝐠𝐡-𝐜𝐨𝐧𝐯𝐞𝐫𝐭𝐢𝐧𝐠 𝐞𝐦𝐚𝐢𝐥 𝐟𝐥𝐨𝐰𝐬 & 𝐜𝐚𝐦𝐩𝐚𝐢𝐠𝐧𝐬. Built $10M+ in Klaviyo-attributed revenue for Shopify & WooCommerce brands. I don’t just “set up flows.” I build 𝗰𝗹𝗲𝗮𝗻, 𝘀𝗰𝗮𝗹𝗮𝗯𝗹𝗲 𝗞𝗹𝗮𝘃𝗶𝘆𝗼 𝘀𝘆𝘀𝘁𝗲𝗺𝘀 that combine 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆, 𝘀𝗲𝗴𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻, 𝗱𝗶𝗿𝗲𝗰𝘁-𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗲 𝗰𝗼𝗽𝘆, 𝗮𝗻𝗱 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻, designed to grow with your brand long-term. 𝗪𝗵𝗮𝘁 𝗜 𝗔𝗰𝘁𝘂𝗮𝗹𝗹𝘆 𝗗𝗼 (𝗔𝗻𝗱 𝗪𝗵𝗮𝘁 𝗖𝗹𝗶𝗲𝗻𝘁𝘀 𝗛𝗶𝗿𝗲 𝗠𝗲 𝗙𝗼𝗿) I help ecommerce brands with end-to-end Klaviyo ownership, including: ✔️ 𝗟𝗶𝗳𝗲𝗰𝘆𝗰𝗹𝗲 𝘀𝘁𝗿𝗮𝘁𝗲𝗴𝘆 (pre-purchase → post-purchase → retention) ✔️ 𝗔𝗱𝘃𝗮𝗻𝗰𝗲𝗱 𝘀𝗲𝗴𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻 (behavioral, purchase-based, engagement-based) ✔️ High-converting email flows & automations ✔️ Weekly & monthly campaign strategy + execution ✔️ Email + SMS setup, optimization, and deliverability ✔️ Klaviyo integrations with Shopify & WooCommerce ✔️ Audits, migrations, and rebuilds (clean + documented) 𝗖𝗼𝗿𝗲 𝗞𝗹𝗮𝘃𝗶𝘆𝗼 𝗙𝗹𝗼𝘄𝘀 𝗜 𝗕𝘂𝗶𝗹𝗱 & 𝗢𝗽𝘁𝗶𝗺𝗶𝘇𝗲 ✅ Welcome Series ✅ Abandoned Cart & Checkout Abandonment ✅ Browse Abandonment ✅ Post-Purchase (education, upsell, cross-sell) ✅ Winback / Re-engagement ✅ Customer Appreciation & Review Requests ✅ Back-in-Stock & Product Launch Flows 𝗘𝗮𝗰𝗵 𝗳𝗹𝗼𝘄 𝗶𝘀 𝗯𝘂𝗶𝗹𝘁 𝘄𝗶𝘁𝗵: Clear triggers and exit logic Conversion-focused copy Personalization and conditional logic Clean, mobile-first email design aligned with brand guidelines Revenue attribution tracking 𝗖𝗮𝗺𝗽𝗮𝗶𝗴𝗻𝘀 𝗧𝗵𝗮𝘁 𝗔𝗰𝘁𝘂𝗮𝗹𝗹𝘆 𝗗𝗿𝗶𝘃𝗲 𝗥𝗲𝘃𝗲𝗻𝘂𝗲 I also manage ongoing campaigns, including: ✔️ Weekly value-driven campaigns ✔️ Product highlights & education emails ✔️ Holiday & seasonal promotions ✔️ Black Friday / Cyber Monday strategy ✔️ Text-based + graphic-based campaigns (tested for performance) Everything is aligned to your 𝘆𝗼𝘂𝗿 𝗰𝗮𝗺𝗽𝗮𝗶𝗴𝗻 𝗰𝗮𝗹𝗲𝗻𝗱𝗮𝗿, 𝘀𝗲𝗴𝗺𝗲𝗻𝘁𝗮𝘁𝗶𝗼𝗻, 𝗮𝗻𝗱 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗴𝗼𝗮𝗹𝘀 not random blasts. 𝗜’𝘃𝗲 𝗵𝗲𝗹𝗽𝗲𝗱 𝗯𝗿𝗮𝗻𝗱𝘀: ✅ Build Klaviyo accounts from scratch ✅ Migrate and consolidate multiple Klaviyo accounts ✅ Audit and optimize underperforming flows ✅Scale email into a meaningful revenue driver (20–40%+ of total revenue) I’m comfortable owning the channel end-to-end — from strategy and execution to reporting, A/B testing, optimization, and email + SMS coordination (Klaviyo SMS, Attentive, Postscript). 𝗣𝗹𝗮𝘁𝗳𝗼𝗿𝗺𝘀 & 𝗧𝗼𝗼𝗹𝘀 𝗜 𝗪𝗼𝗿𝗸 𝗪𝗶𝘁𝗵 Klaviyo (expert level) Shopify & WooCommerce Omnisend ← Klaviyo alternative Figma ActiveCampaign HubSpot Postscr GoHighLevel (GHL) Mailchimp Attentive Figma Postscript 𝗖𝗹𝗶𝗲𝗻𝘁 𝗥𝗲𝘀𝘂𝗹𝘁𝘀 & 𝗙𝗲𝗲𝗱𝗯𝗮𝗰𝗸 ⭐⭐⭐⭐⭐ Really good with setting up email flows! Will be hiring again for future projects! ⭐⭐⭐⭐⭐ Pleasure to work with, knows Klaviyo well, prompt and professional ⭐⭐⭐⭐⭐He helped increase my clients revenue by 20%. He is truly amazing at what he does. I highly recommend him to everyone and I am looking forward to working with him in the future!" ⭐⭐⭐⭐⭐ Salawu is a pro. Always available. He help me put my Klaviyo to better use. Created the entire design and flows and triggers. Put together campaigns and emails. Hired him for one task and been with him ever since 𝗡𝗘𝗫𝗧 𝗦𝗧𝗘𝗣𝗦 Click “𝗜𝗻𝘃𝗶𝘁𝗲 𝘁𝗼 𝗝𝗼𝗯”, send a quick message, and let’s discuss how we can turn Klaviyo into one of your 𝗵𝗶𝗴𝗵𝗲𝘀𝘁-𝗥𝗢𝗜 𝗰𝗵𝗮𝗻𝗻𝗲𝗹𝘀.
$35 hourly
Kevin I.
- 5.0
- (9 jobs)
Davao, DAVAO DEL SUR
Customer Success Managers
Customer Relationship Management
Root Cause Analysis
QA Management
Business Operations
Customer Retention
People Management
Zendesk
Email Communication
Telemarketing
Strategic and results-oriented Administrative and Business Support Specialist with over a decade of experience in optimizing operational workflows, streamlining administrative processes, and supporting organizational goals with precision. Known for impeccable attention to detail, proactive problem-solving, and an unwavering commitment to excellence, I bring proven expertise in managing high-stakes tasks and enhancing productivity for teams and executives alike. Leveraging advanced organizational skills and a solutions-focused approach, I excel in creating efficient systems, handling complex scheduling, managing communications, and ensuring data accuracy across all administrative functions. With a strong foundation in business support, I am adept at managing multiple priorities in high-pressure environments and adapting to evolving needs to maximize productivity and support overall business objectives. Core Competencies: Executive & Team Support | Operations Management | Project Coordination Document Control & Data Integrity | Task Prioritization & Process Improvement Effective Communication | Confidentiality & Professional Discretion With a proactive, results-oriented approach, I am committed to delivering top-tier administrative and business support, ensuring your organization's success and growth.
$60 hourly
Matthew G.
- 4.8
- (49 jobs)
Chicago, IL
Customer Success Managers
Ecommerce
Marketing Automation
Email Deliverability
Email Design
Email Management
Email & Newsletter
Email Campaign Setup
Email Campaign
Email Template
Figma
Email Copywriting
Email Marketing Strategy
Email Marketing Consultation
PostScript
Customer Retention
Shopify
Klaviyo
Copywriting
Email Marketing
Lead Generation
🏆 5+ years of experience – Expert Email Marketer 📩 200M+ total emails sent 💰 $30M+ in attributable revenue generated 📈 100+ clients in 20+ industries 🚀 Worked with 10 8-figure brands I have helped 100+ Shopify DTC brands turn Klaviyo email and SMS marketing into their highest-revenue channel - generating $30M+ in attributable email revenue over 5+ years, across 20+ industries, with 200M+ emails sent. I do the work myself, I price it fairly, and I only commit to results I am confident I can deliver. ⭐️⭐️⭐️⭐️⭐️ "This is quality work. A lot of other people talk, but it seems like they don't have an idea of what they’re really talking about... Matt provided a lot of actionable insights that we could get started on and helped refine our email strategy." – Rick, Co-Founder of Rest. com Notable clients include: * Rest. com * Theradome * Giordano's * Dr. Kellyann * Erika Kullberg * Caleb Hammer * Hank’s Belts * Omnilux * Unbound Merino * Mito Red Light * Sauna Space * Nature M.D. * Darn Good Yarn 𝗞𝗘𝗬 𝗥𝗘𝗦𝗨𝗟𝗧𝗦: - $2.9M in email revenue for a DTC leather goods brand through rebuilt Klaviyo flows and conversion-focused email copywriting - $1.3M in 30 days from Klaviyo campaigns for an 8-figure men's leather goods brand during Black Friday and holiday season - $748K in 90 days for a red light therapy brand through educational Klaviyo email campaigns and new flow architecture - $86K in 43 days from a standing desk brand that had $0 in Klaviyo revenue before the engagement - 57% of total store revenue attributed to email and SMS marketing for a 7-figure sleepwear brand - $30M+ in attributable email revenue generated across the full client portfolio ⭐️⭐️⭐️⭐️⭐️ "Matthew did outstanding work on this project. Got up to speed on our brand extremely quickly, and immediately elevated our email creative and messaging." – Daniel Gilland, Director of Ecommerce, Giordano's 𝗧𝗘𝗖𝗛 𝗦𝗧𝗔𝗖𝗞 𝗔𝗡𝗗 𝗘𝗠𝗔𝗜𝗟 𝗠𝗔𝗥𝗞𝗘𝗧𝗜𝗡𝗚 𝗧𝗢𝗢𝗟𝗦 I build and manage email and SMS marketing programs using the tools that high-growth Shopify DTC brands rely on: - Email and SMS platforms: Klaviyo, Attentive, Postscript, Sendlane, Braze, Omnisend - Email design: Figma, Klaviyo native editor - Lead generation and list growth: Alia Popups - Reviews and retention: Okendo, Smile, LOOX - Project management: Slack, ClickUp, Basecamp, Asana These tools power every stage of the email marketing funnel - from lead generation and list building through flow automation, campaign execution, and revenue attribution inside Klaviyo. 𝗪𝗛𝗔𝗧 𝗦𝗘𝗧𝗦 𝗠𝗬 𝗘𝗠𝗔𝗜𝗟 𝗠𝗔𝗥𝗞𝗘𝗧𝗜𝗡𝗚 𝗔𝗣𝗣𝗥𝗢𝗔𝗖𝗛 𝗔𝗣𝗔𝗥𝗧 If you're here, it's probably because: 👉 You're barely breaking even from your paid acquisition 👉 You feel like your business is missing out on tons of retention revenue from email and SMS 👉 You feel like you're not scaling as fast as you should be Well, after doing email marketing for 5+ years, generating $30M+ in client revenue, and working with 100+ clients (many of them being 8-figure brands)... I realized that there are many more ways you can retain your customers to get them to come back and shop with you than just using email marketing... That's where the ACR Framework was born. It goes beyond Klaviyo flows and email campaigns to address where each brand actually is in their retention maturity - and what they specifically need to move to the next stage of growth. Here's a broad overview of how it works: ✅ Advanced Content Calendar Strategies that will get more subscribers to open your emails (which applies to virtually all industries) ✅ Secret Flow Strategies and Tactics that can help you make up to 25% of your total revenue on autopilot ✅ Creative, On-Brand Copywriting that gets your reader's attention and makes them eager to shop ✅ Secret sales channels 99% of businesses aren't using that can add 5-10% to your MRR ✅ Lifecycle Marketing Tactics for a better idea of the entire customer journey ✅ Advanced Reporting to track business KPI's you're likely missing ✅ Not Well-Known Email/SMS Strategies that boost your overall growth ✅ Record-Breaking Product Launch Strategies ✅ List Growth Strategies for quality leads ‼️ 𝗛𝗜𝗥𝗘 𝗠𝗘 𝗜𝗙 𝗬𝗢𝗨 𝗡𝗘𝗘𝗗 ‼️ - Klaviyo email marketing that generates 30-50% of your total store revenue - Email flows and campaigns built, written, and managed by one person who owns the results - An email copywriter who understands DTC brand voice and conversion psychology - A Klaviyo audit that shows you exactly where your retention revenue is leaking - Email and SMS marketing that works together as a single, compounding retention engine If you want Klaviyo email marketing that makes your business more profitable without spending more on ads - send me a message. Every engagement starts with a free audit.
Want to browse more talent?
Sign up