Customer Success Manager @ Ecommerce Equation

1 week ago

Sydney, New South Wales, Australia Hatch Full time
Overview

Customer Success Manager @ Ecommerce Equation

This is a Member Success Manager role with Ecommerce Equation Group based in Sydney, NSW, AU. This role involves helping founder-led brands scale their businesses by delivering effective customer success strategies and hands-on implementation.

We're after a sharp, proactive operator who can juggle large portfolios and genuinely cares about helping people scale their business.

What You'll Be Doing

Guide success, not just service it

  • Own a portfolio of around 250 brands and know exactly where each member is on their journey
  • Build strategies that keep members engaged, improving, and sticking around for the long haul
  • Hold regular check-ins, run quarterly strategy calls, and keep progress moving

Point them to the right tools at the right time

  • Help members overcome roadblocks by connecting them with the right modules, coaches, or playbooks
  • Stay ahead of their needs and anticipate where they'll need extra support before they even ask

Be the human behind the help

  • Jump into our communication channels to ensure no one's left hanging; serve as the go-to and a cheerleader, with gentle nudges when needed

Track retention and help us win it

  • Monitor engagement metrics and feedback
  • Create smart, simple re-engagement strategies to get members renewing
  • Find and fix gaps in our process to make the member journey smoother and stickier
Who You Are
  • 3+ years in client success, working in ecommerce, digital marketing or SaaS
  • You've managed large client portfolios and know how to scale care without dropping quality
  • You're tech-savvy, process-driven, and thrive in a fast-moving environment
  • You're a brilliant communicator. Sharp, warm, and clear
  • You love helping others grow, and you don't need to be the loudest in the room to lead
Why You'll Love It Here
  • Fast-moving, high-energy ecommerce business where no two days are the same
  • Work with some of the best ecommerce talent in the world
  • Collaborative team culture that actually walks the talk
  • Hybrid flexibility

Key Notes

Please consider applying even if you don\u2019t meet 100% of what's outlined.

Key Responsibilities

Key Strengths

  • Experience in ecommerce/marketing
  • Data-driven

Why Ecommerce Equation Group is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that's right for them. When you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Ecommerce Equation Group, not with Hatch.

Qualifications & Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Business Development
  • Industries: Internet Marketplace Platforms

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