Goldsend (Email Agency - Klaviyo Gold Partner)
Client Account Manager
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Freelance Client Account Manager - Goldsend
Remote - UK / Europe
8–12 hours per week initially
Freelance / contractor
About Goldsend
Goldsend is a specialist CRM and retention agency working with ambitious DTC e-commerce brands.
We help brands use Klaviyo, customer data and lifecycle marketing to improve retention, customer value and growth.
We're a small, growing business with strong systems and specialist delivery support already in place. We're now looking for a Freelance Client Account Manager to take ownership of the day-to-day management of a small number of client accounts and keep delivery running smoothly.
This is a hands-on role within a small business. We're looking for someone who is comfortable working independently, taking ownership and using their judgement.
The role
You'll become the main day-to-day point of contact for assigned clients, making sure they are well looked after and that agreed work is delivered properly and on time.
You'll work closely with our campaign specialists, copywriters and designers, keeping everyone aligned and ensuring projects continue moving forward.
The founder will retain ownership of CRM strategy, commercial decisions and senior client relationships.
You'll own day-to-day client management and delivery, giving the founder confidence that accounts are under control without needing to manage every detail.
What you'll own
Client management
- Act as the day-to-day point of contact for assigned clients
- Build trusted, professional client relationships
- Respond confidently to questions and requests
- Run or support regular client meetings
- Proactively communicate progress, issues and next steps
- Manage client expectations around timelines, priorities and deliverables
- Resolve day-to-day issues independently where appropriate
- Know when something genuinely needs escalating
- Handle difficult or unexpected situations calmly and professionally
Project & delivery management
- Own campaign calendars and project timelines (using Click up).
- Coordinate copywriters, designers and other specialists
- Turn agreed priorities into clear briefs for the delivery team
- Keep work moving towards deadlines
- Chase outstanding actions, feedback and approvals
- Sense-check work for quality, accuracy and alignment with the brief before it reaches the client
- Identify potential problems early
- Make sure agreed deliverables are completed to a high standard
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CRM & performance
- You'll need a good working understanding of Klaviyo, email marketing and DTC e-commerce.
- You'll be expected to:
- Understand campaign and lifecycle performance
- Spot obvious issues or anomalies
- Coordinate reporting
- Communicate key performance insights clearly to clients
- Be comfortable discussing CRM performance and answering client questions
You do not need to be a senior Klaviyo technical specialist or personally build every campaign. You also won't be responsible for developing the overall CRM strategy. Your role is to understand the strategy well enough to confidently manage its delivery.
What we're looking for
You'll ideally have:
- 3+ years' experience in client or account management, ideally within an agency, CRM, email marketing, e-commerce or digital environment
- Experience working with DTC or e-commerce clients
- Good working knowledge of Klaviyo
- A solid understanding of email marketing, lifecycle marketing and retention
- Experience coordinating multiple people, projects and deadlines
- Excellent written and spoken English
- Strong organisation and attention to detail
- Confidence communicating directly with clients
- Good judgement and problem-solving skills
- The ability to work independently without constant supervision
Agency-side account management experience is particularly valuable. Someone with excellent DTC account management experience and solid Klaviyo knowledge is likely to be a better fit than a highly technical Klaviyo specialist who hasn't managed client relationships.
You'll probably be a good fit if you...
- Take ownership rather than waiting to be told what to do
- Communicate proactively
- Are confident dealing directly with clients
- Stay calm when something goes wrong
- Notice potential problems early
- Can manage competing priorities
- Are comfortable making sensible decisions independently
- Know when to solve something yourself and when to escalate
- Can confidently coordinate specialists
- Enjoy working in a small, entrepreneurial environment
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Confidence, ownership and judgement are particularly important. You won't be expected to know everything. You will be expected to take responsibility for finding the answer and seeing issues through to resolution.
What this role isn't
This is not primarily an email production role.
You won't spend your time personally building every campaign or handling repetitive execution. We already have specialist delivery support in place.
Your value is in:
- Client ownership + project management + communication + judgement + keeping delivery moving.
Hours & working arrangement
We're initially looking for approximately 8–12 hours per week, with sufficient overlap with UK working hours.
The role is fully remote and freelance.
There is potential for the hours and level of responsibility to increase as Goldsend grows, and we're looking for someone interested in developing a long-term freelance relationship rather than taking on a short-term project.
Why Goldsend?
You'll be joining a specialist agency at an interesting stage of growth.
We're continuing to develop the business while building better systems, processes and technology around how CRM work is delivered.
You'll have genuine autonomy and the opportunity to become an important part of the business as it grows.
This would particularly suit someone who enjoys the variety and independence of agency work but prefers the flexibility and autonomy of working with a smaller business.
The hiring process
The role will begin with a short paid trial period, giving both sides the opportunity to make sure it's the right fit before expanding responsibility.
Ultimately, we're looking for someone who can demonstrate that when they're given ownership of an account, they genuinely own it.
To apply
Please send:
- A short introduction
- Your CV or LinkedIn profile
- Details of the DTC/e-commerce clients you've managed
- Your experience with Klaviyo
- Your availability and typical hours per week
- An example of a difficult client situation you've personally managed, what you did and the outcome
- Why this particular part-time freelance role interests you
UK and European candidates are welcome.
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