Domaine

Customer Success Manager

• Own production oversight across all CRM clients, including migration projects and ongoing retainers
• Oversee creative and technical CRM execution
• Review all Specialist output before it reaches Strategists and clients
• Coordinate production workflows and flag capacity or timeline risks
• Perform full QA on builds, segmentation, automation, deployment, copy, and design implementation
• Set and enforce execution standards and documentation practices
• Escalate complex technical or production issues
• Directly manage 3–4 CRM Specialists across Creative and Technical tracks
• Run 1:1s, provide coaching and feedback, identify skill gaps, and support onboarding
• Own Specialist billable utilization with an 80% target
• Monitor utilization and manage staffing allocation across client accounts
• Champion AI-forward tooling and workflows in CRM execution
• Drive innovation in segmentation, automation, QA, and lifecycle programming
• Evaluate and pilot new tools and methods, codifying successful practices
• Train the CRM team on new Klaviyo features and releases
• Take on new ESP certifications, starting with Braze
• Evolve execution playbooks, build standards, and QA processes
• Drive best-practice adoption across ESP/SMS platforms and automation workflows
• Document repeatable processes and contribute to the knowledge base
• Partner with Strategists, Team Lead, and Lead Designer on feasibility, timelines, resourcing, handoffs, and QA

CRM Lead Specialist