Client Success Manager

Role overview

This is a senior client success leadership position within a rapidly growing eCommerce company. The focus is not on simply handling support tasks, but on taking full ownership of the client experience and ensuring every stage of the journey is managed with consistency and accountability.

The role sits at the center of the client lifecycle, from onboarding through delivery, progression, and renewal. Success here means driving outcomes, tightening processes, and preventing issues before they escalate. You will guide Account Managers, a Store Development team, and Support functions, with direct reporting to senior leadership.

This opportunity is suited to someone who prefers structure, enjoys working in a clear operating framework, and wants a role where their decisions directly improve retention and client outcomes.

Key accountabilities

• Take ownership of the entire client journey, including onboarding, service delivery, movement through client levels, and renewals, while maintaining clear standards at each step.
• Lead and develop Account Managers, Store Development, and Support teams through weekly scorecard reviews, performance conversations, and SOP creation.
• Build and run retention and churn reduction plans by identifying clients at risk early and putting structured interventions in place.
• Oversee Store Development quality by auditing build standards and coordinating communication between Account Managers, developers, and clients.
• Monitor the quality of support interactions across email and chat, including response speed, tone, and resolution standards, and carry out regular audits.
• Serve as the main contact for escalations, refund matters, complaints, and other high-risk client situations.
• Track and report on customer success KPIs, churn signals, and delivery quality, then brief leadership on trends and improvement opportunities.
• Work cross-functionally with Product, Sales, Marketing, and Operations whenever the client experience is affected.

What we're looking for

• Experience leading a Client Success, Customer Experience, or Operations function, preferably with responsibility for other managers rather than only one direct team.
• A process-driven approach, with the ability to create structure and systems instead of depending on individual effort alone.
• Strong confidence in managing escalations and refund situations with composure, clarity, and authority.
• Good commercial and analytical ability, including comfort with KPIs and retention data, along with strong people leadership skills.
• Experience in eCommerce, coaching, education, or subscription/membership businesses would be a valuable advantage.
• A proven record of lowering churn and improving delivery consistency in a fast-moving or growth-focused environment.

Additional information

This is a full-time onsite role based in Australia.

To express interest, send a detailed CV to [email protected].