Client Success Manager (E-Commerce)

Overview

We are seeking a dynamic, e-commerce-fluent Client Success Manager to join our fast-paced digital marketing agency immediately. This is a full-time, long-term position.

The ideal candidate does not just manage tasks—they speak the language of e-commerce. You must be comfortable holding high-level strategy conversations with brand owners, understanding their key growth metrics, and collaborating across agency channels (PPC, creative, and email). Backgrounds in E-Commerce Brand Management, Digital Marketing, or Paid Media/PPC are highly valued for this role.

Must Haves

• E-Commerce & Digital Experience: 1–3 years in e-commerce account management, brand management, digital marketing, or PPC/paid media management (agency or brand side).
• Conversational Fluency in E-Comm Metrics: Strong understanding of core e-commerce KPIs (CAC, ROAS, LTV, AOV, Conversion Rate) and the ability to discuss them confidently with brand founders and executives.
• Platform Knowledge: Direct exposure to or working knowledge of the Shopify ecosystem.
• Client & Project Management: Proven track record of managing multiple accounts, maintaining client satisfaction, and organizing cross-functional workflows.
• Technical Skills: Proficiency with project management systems, with a strong preference for ClickUp.
• Communication: Exceptional written and verbal English communication skills.
• Availability: Ability to work full-time during EST business hours.

Core Deliverables & Responsibilities

• Strategic Client Relationship Management: Serve as the primary point of contact for e-commerce clients, conducting regular check-ins, reviewing campaign performance, and discussing strategy in plain language.
• Cross-Functional Coordination: Collaborate with internal media buyers (PPC/Paid Social), designers, and copywriters to ensure campaigns launch on time and align with performance goals.
• Account Health & Operations: Maintain complete transparency in ClickUp, ensuring all task timelines, deliverables, and client requests are accurately documented.
• Proactive Growth & Upselling: Analyze account health to spot opportunities where added agency services (e.g., adding PPC, CRO, or Klaviyo email marketing) can drive revenue for the client.
• Executive Status Reporting: Prepare and submit concise weekly status reports directly to the CEO, flagging account risks, metric improvements, and major deliverables.
• Client Retention: Quickly resolve performance concerns, manage expectations, and protect overall account retention.

Nice to Haves

• E-Commerce Brand Managers: Experience overseeing brand strategy, product launches, and revenue goals for DTC brands.
• PPC / Paid Media Specialists: Former media buyers or PPC managers looking to transition into full-time client success and account leadership.
• Agency Account Managers: CSMs who have managed rosters of Shopify/DTC e-commerce clients.