Customer Success Manager
Skills
About This Role
Overview
- Ecomma is a rapidly growing private equity firm with proven expertise in acquiring ecommerce brands
- worldwide.
- We excel in a range of areas that drive genuine results and online growth, including:
- **Value Creation:**
- Strategically investing to maximize the potential of our acquired brands.
- **Operational Excellence:**
- Leveraging best practices and a seasoned team to optimize brand
- operations.
- **Sustainable Growth:**
- Prioritizing long-term success with sustainable practices.
- **Data-driven Marketing Strategies:**
- Using data to tailor marketing campaigns for optimal reach and
- conversion.
- We asked our current team members to tell us what they love about working at Ecomma, and here's what they shared:
- Supporting top-tier brands that truly make a difference in the world.
- Knowing the impact of our expertise (check out our success stories).
- Connecting with C-level executives and leading e-commerce businesses.
- Working in the world's most progressive industry at a firm that prioritizes personal development.
- Enjoying a great atmosphere with fun team outings.
- Having the opportunity for substantial compensation, including lucrative bonuses.
- As Customer Success Manager, you will be the commercial owner of a set of Ecomma's portfolio and
- post-exit brands.
- Your mission is simple: drive every brand under your care toward stronger revenue,
- stronger margin, and stronger commercial performance, lead the team executing the day-to-day work
- alongside you, and be the trusted commercial point of contact for the post-exit owners we manage on
- behalf of.
- This is a senior, commercial, and accountability-driven role.
- You will take ownership of brand P&L;
- performance across both pre-exit and post-exit brands, the operational quality of every brand on your
- desk, the people executing the work alongside you, and the commercial relationship with post-exit owners.
- You will work closely with the leadership team to ensure the brands you manage move toward better
- commercial outcomes, exit readiness for pre-exit brands, and retention and growth for post-exit brands.
- We are looking for a Customer Success Manager who has run DTC ecommerce brands at the operational level, who understands brand P&L;, who can manage performance and people in parallel, and who can hold a commercial conversation with a brand owner without losing trust when the numbers are not where they need to be.
- Are you the next Customer Success Manager ready to scale Ecomma's portfolio?
What you will do
- **Own Brand P&L Performance:**
- Take full ownership of revenue, margin, and EBITDA across every
- brand on your desk.
- Track performance daily, identify underperforming brands early, and drive
- recovery plans that push them back on track.
- Treat each brand's commercial performance as your
- own.
- **Drive the Operating Cadence:**
- Set and run a tight weekly operating rhythm across every brand
- under your care.
- Performance review, blocker resolution, priorities for the week, accountability
- follow-through.
- Make sure nothing drifts.
- **Lead the Team Executing the Work:**
- Manage the brand operators and media buyers running the
- day-to-day work alongside you.
- Set clear priorities, give fast feedback, hold the bar on performance,
- and develop the people you lead.
- **Own Commercial Relationships with Post-Exit Owners:**
- Be the trusted point of contact for
- post-exit brand owners.
- Deliver clear, honest commercial updates.
- Manage expectations
- realistically.
- Handle hard conversations without losing trust.
- Drive retention by delivering
- performance and communicating proactively.
- **Drive Brands Toward Exit Readiness:**
- For pre-exit brands, push for stronger commercial
- performance, operational stability, and clean books so they become visible, reliable, and improving.
- Make brands sellable.
- **Solve Cross-Functional Operating Issues:**
- Work with the supply chain, customer service, dev,
- and transition teams to resolve issues affecting any brand under your care.
- Be the person who
- unblocks things quickly without senior leadership having to step in.
- **Make Sharp Commercial Decisions:**
- Decide where to push, where to pull back, where to invest,
- where to cut.
- Pricing, product mix, marketing investment, operational priorities.
- You are accountable
- for the commercial outcome, not the activity.
- **Maintain Performance Transparency:**
- Build and maintain a clear view of every brand on your
- desk.
- Revenue, margin, contribution margin, ROAS, refund rate, retention, top SKUs.
- Know the
- numbers cold and surface them clearly to leadership.
- **Onboard Brands Cleanly:**
- When a new brand lands on your desk, whether through portfolio
- acquisition, post-exit transition, or a build-from-scratch project, ensure your team has the context,
- documentation, and resources to operate it without dropping the existing brands.
- **Implement AI-First Workflows:**
- Bring an AI-first mindset to brand management.
- Use AI tools and
- workflows to improve reporting speed, brand context documentation, and team output.
- Push your
- team to do the same.
- **Report Cleanly to Leadership:**
- Deliver a weekly update on every brand under your care with a
- clear narrative on commercial performance, blockers, decisions made, and what is next.
- No
- padding, no activity reports, no surprises with bad news.
- We operate using Google Workspace, Slack, and Notion.
- Thus, familiarity and hands-on experience withthese platforms are important for this role.
- The candidate should be fluent in English, with excellentinterpersonal, verbal, and written communication skills.
- Strong commercial instinct, analytical thinking, leadership capability, and high ownership are essential.
- Tools in use may include P&L and reporting dashboards, attribution and analytics platforms, project and task management platforms, client and account management tools, brand documentation systems, and AI platforms that improve output, speed, and operating efficiency across multiple brands.
- What you bring to the table
- 3 to 5 years of experience operating DTC ecommerce brands, ideally with multi-brand exposure
- through an agency, holding company, aggregator, or in-house brand portfolio role.
- Direct experience owning a brand P&L or operating against commercial outcomes (revenue, margin,
- EBITDA), not just task execution.
- Proven hands-on operating experience across the DTC stack: Shopify, paid media, email, supply
- chain, customer service.
- You do not need to be the expert in any one of them, but you know enough
- to call out when each one is off.
- Experience working directly with brand owners, founders, or external commercial stakeholders. You
- know how to deliver bad news without losing trust.
- Experience leading or coordinating people in an operational environment. Hiring, managing, holding
- the bar, and developing them.
- Formal management experience is a plus, but evidence of leadership
- without title also counts.
- A highly commercial mindset. You understand revenue, contribution margin, and EBITDA, and how
- each lever connects to the others.
- You think like an owner.
- Strong analytical skills and confidence with P&L, reporting, and decision-making based on data.
- An AI-first mindset. You use AI tools and workflows daily to improve your output and your team's
- output.
- Excellent organizational skills with the ability to manage multiple brands, priorities, and people at the same time.
- Strong follow-through, escalation, and cross-functional coordination skills.
- A hands-on mentality. You are commercial and strategic, but you are also willing to dig into the
- detail, fix issues directly, and drive accountability when needed.
- Calm under pressure, but not soft on accountability. High standards, strong ownership, and the
- ability to build a culture of urgency and operational clarity.
- Fluent in English with strong verbal and written communication skills.
- High ethical standards and a commitment to conducting business with integrity.
- The position will be filled immediately for the right candidate.
- This is an in-office role in Dubai.
- Candidates must be based in the UAE or willing to relocate.
- Working at Ecomma is more than just a job.
- If you believe in seizing the present to enhance your future, you're in the right place.
- Combining hard work with the right atmosphere is our golden formula.
- We don't operate with a 9-6 mindset, allowing you to manage your own working hours.
- We've found this approach yields the best results.
- Ecomma: a private equity firm you can count on.
- Please note:
- Proficiency in English is required.
- Does this opportunity excite you?
- Are you eager to dive in and unleash your commercial mind?
- If you want to be a part of the Ecomma team, send your motivation letter and CV addressed to the respective job title application.
- If this role isn't a fit for you but you know someone it might suit, please share it with them.
- We'd greatly appreciate it!
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