Client Success Manager

Founded in 2016, Overdose has grown to a family of 350+ staff, with offices across New Zealand, Australia, South East Asia, Europe and the USA. We work in a partnership format with a select group of clients looking for innovation and accelerated growth in a competitive digital landscape.

Overdose connects unique local talent, entrepreneurial thinking, and global expertise to help merchants grow through aligned digital services for sustained business success.

We call this Complete Commerce.

About the role

We’re looking for an eCommerce Client Success Manager to partner with leading retail brands and drive their eCommerce growth. You’ll manage both strategic roadmaps and day-to-day activities, working across key areas like CRM, Tech, SEO, Paid Media, CRO, and Data to deliver real results.

This is a client-facing, hands‑on role where you’ll lead WIP meetings, coordinate internal teams, and identify growth opportunities that make a measurable impact. If you love eCommerce and want to work with enterprise‑level clients on meaningful projects, this role is for you.

Requirements

- Minimum 2 years’ experience working in an eCommerce manager role or eCommerce Client Success / Digital Marketing Account Manager role.

- Hands-on experience with Shopify or Magento is highly advantageous.

- Strong client relationship skills with the ability to manage multiple clients and priorities.

- Experience working closely with web developers and cross‑functional teams, with the ability to translate business needs into clear project deliverables.

- Proficient in using Google Analytics for performance tracking and reporting.

- Experience with dashboarding tools such as Google Looker Studio and Supermetrics is a bonus.

- A good understanding of digital ad platforms like Google Ads, Meta Business Manager, Pinterest, and TikTok.

- Strong organisational, communication, and time management skills.

- A passion for working on enterprise‑level clients and large‑scale projects.

- Highly process-oriented with a structured approach to project delivery.

- Strong attention to detail, ensuring accuracy and quality across all client outputs.

We also welcome applicants with backgrounds as eCommerce Account Managers, Digital Account Managers, Customer Success Managers, Digital Project Coordinators, or eCommerce Project Managers.

Responsibilities

- Own and grow client relationships with a focus on eCommerce website success.

- Collaborate with internal teams to identify client growth opportunities across Tech, SEO, Paid Media, CRO, CRM, and Data.

- Maintain and lead the client’s rolling strategic roadmap, ensuring alignment with their growth objectives.

- Funnel all work into agile sprint cycles, creating clear, actionable tickets for the development team.

- Lead regular WIP meetings with clients, providing updates on deliverables, project performance, and roadblocks.

- Report on performance using tools like Google Analytics, Google Looker Studio, and Supermetrics, offering actionable insights.

- Build a deep understanding of your clients’ businesses and document critical knowledge.

- Work closely with internal teams to ensure financial goals and retention targets are met.

Perks and Benefits

- Flexible working arrangements.

- Two Wellness Days per year.

- Annual training allowance.

- The chance to learn from some of the best eCom leaders all around the world.

- Free day off to celebrate your birthday month.

- Ability to continue your learning and development through globally recognised courses.

- OD Parental Leave policy & support.

- Great humans to work alongside everyday.

Job by department: Client Success

Role: Client Success Manager (E-Commerce)

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