Customer Success Manager

About the Role We’re looking for a Client Success & Account Lead to fully own a portfolio of eCommerce clients. You’ll be the go-to person for the client and the internal captain who works with our Google Ads Strategists and Media Buyers to make sure accounts are performing, communication is tight, and nothing falls through the cracks. If you love Google Ads, talking to clients, and driving clear outcomes (ROAS, revenue, profit) – this is for you. What You’ll Own 1. Client Relationship & Communication Be the primary point of contact for your client portfolio. Run recurring check-in calls (weekly/bi-weekly/monthly), Loom updates, and strategy reviews. Translate complex performance data into simple, clear, business-language the client understands. Proactively manage expectations, timelines, and next steps. 2. Account & Performance Ownership Work closely with our Google Ads Strategists & Media Buyers to ensure campaigns are aligned with the client’s goals (MER, ROAS, CAC, profit). Review performance across accounts regularly and push the team on optimisations, tests, and scaling opportunities. Spot issues early (conversion tracking, feed problems, drops in performance) and coordinate fast fixes. 3. Strategy & Planning Help build and present quarterly and monthly strategies: budgets, scaling plans, testing roadmaps, new channels (Pmax, YouTube, etc.). Understand the client’s wider business (margins, LTV, seasonality, stock, promos) and reflect that in the ad strategy. Bring ideas to clients: new offers, funnels, landing pages, creatives, and experiments. 4. Reporting & Insight Own performance reporting: weekly or monthly reports, Loom walk-throughs, and QBR decks where needed. Focus on insight, not just screenshots – what happened, why it happened, and what we’re doing next. Use dashboards / tools (GA4, Looker/Datastudio, Google Ads UI, etc.) to support decisions. 5. Retention, Growth & Upsell Keep a pulse on client satisfaction and step in early if you sense churn risk. Identify opportunities to grow accounts: higher budgets, additional services, new markets, YouTube, etc. Aim to turn every account into a long-term partnership, not a short-term “vendor” relationship. 6. Internal Coordination & Process Make sure tasks, priorities, and deadlines are clear for the internal team (usually via ClickUp/Slack/Loom). Keep everyone aligned on what matters this week for each account (big rocks, tests, fixes). Help maintain a high standard of client communication, documentation, and follow-through. Requirements Experience: 3+ years working with Google Ads for eCommerce brands (agency side strongly preferred). Proven experience managing multiple client accounts at once. Google Ads & eCom Knowledge: Solid hands-on understanding of Google Ads: Search, Shopping, Pmax, remarketing (YouTube a plus). Familiar with eCom KPIs: ROAS, MER, AOV, CAC, LTV, conversion rate, etc. Bonus: Experience with GMC, GTM, GA4, product feeds. Client-Facing Skills: You’re comfortable leading calls, pushing back politely, and guiding clients even when performance is bumpy. Strong English communication (written & spoken) and ability to keep things simple and clear. Analytical & Organised: Can read numbers, spot patterns, and turn them into actionable next steps. Able to juggle multiple accounts, deadlines, and stakeholders without dropping the ball. Mindset: Proactive, solution-oriented, calm under pressure. You care about ownership – if it’s your account, you’ll do what it takes to make it work. Video Introduction (5–7 minutes) With your application, please include a short video covering: Who you are – quick background, where you’re based, and your experience with eCom + Google Ads. Account Management Experience – How many accounts you’ve handled at once. Examples of eCom brands you’ve worked on (niches, budgets, results). Google Ads Performance Stories – A specific example where you helped turn around or scale an account. What was the starting point, what you changed, and the end result (ROAS / revenue / spend). Client Communication & Firefighting – How you handle tough conversations, drops in performance, or demanding clients. How you keep them calm but also accountable. Tools & Workflow – Tools you’ve used for project management, comms, and reporting (e.g. Slack, ClickUp, Asana, Loom, GA4, Looker, Sheets). How you stay organised across many accounts. How You Work with Media Buyers & Strategists – How you like to collaborate internally and keep everyone aligned. Why This Role – Why you enjoy eCom, Google Ads, and client-facing work. Why you’d be a great fit for this kind of “own the client + own the account” role. How to Apply Please submit: Your CV / LinkedIn profile Your video introduction (link) Any case studies or screenshots you’re proud of (optional but encouraged) via this link: