Customer Success Manager @ Ecommerce Equation

5 days 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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