Customer Success Manager

Overview

• Ecomma is looking for a
• Customer Success Manager with proven ecommerce experience
• .
• This is a mandatory requirement.
• Candidates without hands-on ecommerce knowledge or experience working with ecommerce brands will not be considered.
• We are a fast-growing private equity firm that acquires and scales ecommerce brands globally.
• This role is ideal for someone who has worked closely with ecommerce brands and understands how to manage, stabilise, and grow them.
• This is not a generic client servicing role.
• You will act as the bridge between ecommerce business owners and our internal teams across marketing, operations, fulfilment, customer service, finance, and performance.
• Your job is to keep clients informed, manage expectations, identify risks early, and ensure the right actions are being taken across each brand.
• What you will own
• Act as the main point of contact for assigned ecommerce business owners
• Manage client communication across Slack, email, calls, and regular updates
• Prepare clear performance updates covering revenue, ad spend, ROAS, CAC, blockers, and next steps
• Coordinate with marketing, operations, finance, supply chain, and customer service teams
• Track client sentiment and flag risks before they become escalations
• Understand brand performance and help identify what is blocking growth
• Ensure onboarding, handover, access, and expectation-setting processes are followed
• Maintain client trackers, meeting notes, action logs, and follow-up documentation
• Clarify what is in scope, out of scope, and what requires separate approval
• Support relevant upsell opportunities where additional services are genuinely needed
• Escalate serious issues clearly, with context and proposed next steps
• What we are looking for
• Mandatory ecommerce experience
• 2 to 5 years in customer success, account management, ecommerce operations, brand management, marketplace management, or ecommerce agency account management
• Experience working with DTC/ecommerce brands, ideally across Shopify, paid ads, fulfilment, customer service, and reporting
• Strong understanding of ecommerce metrics such as revenue, ROAS, CAC, AOV, conversion rate, contribution margin, refunds, fulfilment delays, and customer complaints
• Ideally, experience managing and growing ecommerce brands directly
• Ability to speak confidently with business owners about performance, risks, and actions
• Strong communication, follow-through, ownership, and organisation
• Ability to manage multiple brands and internal teams without losing detail
• Calm under pressure and able to manage demanding clients without overpromising
• Fluent English, both written and spoken
• High integrity and sound judgment with sensitive business information
• Tools and working style
• Ecomma is a tech-first company.
• You should be comfortable working across communication tools, dashboards, workflow systems, AI tools, and internal operating platforms.
• You will use technology to manage client visibility, track actions, document decisions, monitor account health, and coordinate teams.

Experience