Client Success Manager Job Description
About the Role
We are looking for a seasoned client success professional to oversee a portfolio of e-commerce clients. The ideal candidate will be responsible for building strong relationships with clients, ensuring seamless communication and tight deadlines, and driving clear outcomes.
* Client Relationship & Communication
o Be the primary point of contact for your client portfolio.
o Run recurring check-in calls, Loom updates, and strategy reviews.
o Translate complex performance data into simple, clear business language the client understands.
o Proactively manage expectations, timelines, and next steps.
Account & Performance Ownership
Work closely with Google Ads Strategists and Media Buyers to ensure campaigns align with client goals (MER, ROAS, CAC, profit). Review performance across accounts regularly and push the team on optimizations, tests, and scaling opportunities. Spot issues early and coordinate fast fixes.
* Strategy & Planning
o Help build and present quarterly and monthly strategies: budgets, scaling plans, testing roadmaps, new channels (Pmax, YouTube, etc.).
o Understand the client's wider business (margins, LTV, seasonality, stock, promos) and reflect that in the ad strategy.
o Bring ideas to clients: new offers, funnels, landing pages, creatives, and experiments.
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.
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.
* Internal Coordination & Process
o Make sure tasks, priorities, and deadlines are clear for the internal team (usually via ClickUp/Slack/Loom).
o Keep everyone aligned on what matters this week for each account (big rocks, tests, fixes).
o Help maintain a high standard of client communication, documentation, and follow-through.
Requirements
Experience:
* 3+ years working with Google Ads for e-commerce 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.
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.