You don’t service the accounts. You keep them.
Who Mail Waves works with
- Masion
- InstaTint
- Klone
- Lucshy
- Fleava
Retention email is the whole business.
Mail Waves runs Klaviyo-based retention email for subscription ecommerce brands. It is the entire business, not one service among several.
More about Mail Waves
It has grown on word of mouth with no paid acquisition, and clients stay for years.
The agency runs in pods. A client success manager sets the direction, a Klaviyo specialist executes, a designer and a copywriter build the creative, and a project manager coordinates delivery. The client success manager is the brain of the pod and makes the call on every account in it.
- Client
- Mail Waves
- Kind
- Retention email agency
- Platform
- Klaviyo
- Clients
- Subscription ecommerce brands
- Subscriptions
- Around 80% of clients
- Team
- Eight people
Figures from Mail Waves.
The sends you’d be directing.
Real sends for Mail Waves clients. In this seat you set the direction they come from, brief the pod, and answer to the client for whether they worked.
- Production
- Stills
- 6
Still 01Masion, campaign© Mail Waves
Still 02InstaTint, campaign© Mail Waves
Still 03Klone, flow© Mail Waves
Still 04Lucshy, campaign© Mail Waves
Still 05Fleava, promotion© Mail Waves
Still 06Masion, collection© Mail Waves
You set the direction. The pod builds it.
This seat owns account strategy, the client relationship and the retention number across a pod of around ten subscription accounts.
- 01Retention performance across the pod
- 02The client relationship and the difficult conversations
- 03Account strategy: what gets built, tested and cut
- 04Subscription programme reviews and backend funnels
- 05Churn diagnosis, and the flows and offers that fix it
- 06Briefing the pod and holding the quality bar
- 07The campaign calendar, with the project manager
- 08Renewals and plan upgrades
- 09Escalating early when an account is at risk
- 10Coaching your specialist
More on the part
The founder still does part of this work himself and wants his time on growing the agency. The piece he most wants to hand over is the subscription side: programme reviews and the backend funnels behind them. Cutting a client’s churn is the work that gets celebrated here.
The scope is clear. You own the direction and the outcome. The specialist owns execution, the project manager owns delivery timelines, and the founder stays available for anything genuinely ambiguous.
The first ninety daysTake the accounts. Then take the number.
- Days 1 to 30
Learn the accounts.
Shadow the founder across the accounts moving to you and run off the agency’s SOPs. Meet every client in your pod, and find where retention is actually leaking.
- By day 60
Take the relationships.
Client comms and reporting are yours outright, with the founder out of the thread. A prioritised plan per account, briefed into the pod, and subscription reviews on your cadence.
- By day 90
Own the outcome.
Retention across your pod is yours and you can show it moving. You know which accounts are at risk and what is being done, and at least one client has renewed or moved up a plan tier on your work.
Real authority, and the number to go with it.
- Real ownershipAccount strategy, the client relationship and the retention number. A decision-making seat, not a coordination one.
- A short line upYou work with the founder directly. No committee, no approval chain. Issues get raised openly and a decision follows.
- Subscription depthThe agency’s strongest ground, and where the founder has the most to teach.
- A pod that executesA Klaviyo specialist, a designer and a copywriter, with a project manager on delivery. You direct rather than do.
- Upside on retentionPart of the package is tied to keeping and growing accounts. The detail is discussed openly and early.
- Room above youReliable people move up here. The founder has promoted from inside twice.
What gets you a reply.
Four gates. The last one is the real test. Clear all four, apply.
- Gate 01
Agency-side client ownership
You’ve owned client relationships at an agency, including the conversations that weren’t fun.
- Gate 02
Retention email, properly
Klaviyo, flows, subscription mechanics, and the numbers behind them.
- Gate 03
A number you carried
A retention or revenue number for a portfolio of accounts, not just delivered work.
- Gate 04
Directing, not managing
You’ve directed specialists without managing them line by line.
Nice to have: Skio, Recharge, Loop or Ordergroove, subscription brands at seven figures a month, SMS alongside email, an account-management process built or documented from scratch, a pod or squad model, and AI used properly in reporting and analysis without handing over your judgement.
Apply for the part.
More roles at Mail Waves.
Klaviyo Specialist
Run campaigns, flows, deliverability and QA across a portfolio of Klaviyo accounts.
Senior Email Copywriter
Write direct-response email and SMS for five to seven DTC subscription brands.
Project Manager
Own the delivery calendar across the client book, brief and sequence four disciplines, and run the last check before anything reaches a client.
PS, Shannon
Don’t tell us you’re passionate. Tell us what you did, what broke and what you’d do differently. That’s the application a founder remembers, and it’s the one I’ll pick up the phone for.
Shannon Press · Senior Talent Manager · Puck