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Job Title: Head of Retention (Email & SMS) Location: Remote Employment Type: Full-Time Contractor Working Hours: 8 hours per day, (core hours roughly 9:00am–5:00pm US Eastern), Monday–Friday Industry: Email & SMS Retention Marketing / Telehealth About Us Mint Source is a remote-first bridge that connects vibrant talent with international clients and agencies, enabling skilled individuals to showcase their expertise on a global stage. Role Overview Mint Source is recruiting a Head of Retention (Email & SMS) to join a retention marketing agency that works primarily with DTC telehealth and health brands, with some Shopify-based e-commerce brands, across email and SMS. This is the senior delivery seat of the agency: you'll own client results and the operating standard across the full client roster, lead and develop the account management team, and report directly to the founder. You'll set monthly retention strategy for every account, keep delivery consistent and on-time, and act as the senior strategic point of contact on escalations and high-value relationships. Because the agency runs a documentation-driven, AI-assisted fulfillment system, a big part of the role is owning that system so the team is never bottlenecked on one person. This is a replacement hire with a defined handover window, so the right person can ramp fast and take the reins of a roster that's already running. What You'll Do Own end-to-end fulfillment and client results across the full client roster: monthly retention strategy, campaign themes, flow improvements, and the performance narrative for each account. Lead and develop the account management team: set the delivery standard, review their work, unblock them, and keep every client's experience consistent. Set and defend monthly strategy across multiple accounts, grounded in LTV, churn, and LTV:CAC analysis rather than vanity metrics. Own and maintain the internal knowledge base and AI-assisted fulfillment system, including SOPs, copywriting rules, and client context. Run the weekly fulfillment call and the operating cadence: campaign pipeline, QA standards, and performance reviews. Act as the senior strategic point of contact on escalations and high-value client relationships. Maintain hands-on command of email and SMS execution in Klaviyo (and Customer.io where applicable), stepping into the build when the standard calls for it. Uphold a clinical, compliance-aware brand voice across every account, given the telehealth context. What We're Looking For 5+ years of hands-on retention or lifecycle marketing experience, with a track record of personally building and running email and SMS programs, not only managing people who do. Strong strategic judgment: you can set monthly strategy across multiple accounts and defend it with data (LTV, churn, LTV:CAC). Hands-on expertise with Klaviyo. Familiarity with Customer.io is a strong plus, as is experience with a telehealth backend such as Bask Health or Dosable (a plus, not a dealbreaker). Comfortable across the retention toolkit: lifecycle and retention marketing, deliverability, segmentation, and A/B testing. Excellent written English and confident, proactive client-facing communication. You're comfortable owning senior client relationships directly. Genuinely able to operate independently and lead a team with minimal oversight, while working closely with your account managers day to day. Comfortable in a documented, collaborative workflow (ClickUp, Slack, Google Workspace, Figma). A plus if you have direct telehealth or DTC health experience (GLP-1, HRT, men's or women's health), have led a team at a retention, email/SMS, or lifecycle agency, or have built SOPs and knowledge systems. A plus if you're comfortable using AI tools (Claude or similar) inside a marketing-ops workflow. This agency runs an AI-assisted fulfillment system, so comfort there is real-world useful. Thoughtful and methodical, with strong attention to detail, creative problem-solving, proactive communication, and the ability to stay composed under pressure. Key Performance Metrics (KPIs) Portfolio retention performance trending up across the full roster: email and SMS revenue contribution and LTV lift, with a healthy email/SMS share of total revenue (benchmark range 25–40%) understood as an outcome of strong retention, LTV:CAC, and churn mitigation, not the goal in itself. Client retention and satisfaction: clients retained month over month, with no client lost to delivery quality. Delivery health: on-time campaign and flow completion across all accounts, with QA standards consistently met. 30/60/90-day ramp: By 30 days, fully onboarded on the fulfillment system and AI stack, owning the client roster and running the weekly fulfillment calls. By 60 days, owning monthly strategy for every client and operating the system independently at the level the founder does today, with account managers being reviewed and coached. By 90 days, the system runs and improves without the founder on every call, portfolio performance is stable or improving, and the team is fully enabled on the stack. What You Get Competitive compensation discussed individually based on experience and location. A remote-first role with strong ownership: you'll run the delivery engine of the agency, not a single slice of it. Direct line to the founder and a real seat at the table on how the agency operates and scales. A documentation-driven, AI-forward environment that values judgment and ownership over box-ticking. Clear KPIs and a structured operating cadence, so you always know what good looks like.
1-50 employees