Client Success Director - eCommerce Veteran

We're not looking for someone to manage our clients. We're looking for someone our clients can't imagine operating without.

LION Digital is a premium eCommerce agency. Our clients are scaling brands that need more than a point of contact - they need a strategic partner who treats their revenue like it's their own, spots what's not working before anyone asks, and has a plan ready before the call ends.

What this role actually is

You'll own the full eCommerce strategy for a portfolio of clients - growth plans, channel integration, testing roadmaps, promotional calendars, and performance reporting. You're not managing accounts. You're growing businesses. There's a difference, and you already know it.

This role is not for you if you're most comfortable in QBRs, prefer managing relationships over diagnosing problems, or need someone else to tell you what to optimise.

Key Responsibilities

• Client Relationship Management – Act as the primary point of contact for key clients, fostering long-term relationships and ensuring client satisfaction.
• Strategic Oversight – Develop and implement client success strategies that align with business goals and drive measurable results.
• Team Leadership – Lead, mentor, and develop the Client Success team to enhance performance, efficiency, and service delivery.
• Performance Monitoring – Oversee client account performance, ensuring campaign effectiveness and proactively identifying opportunities for optimisation.
• Retention & Growth – Drive client retention and expansion efforts by identifying upsell and cross-sell opportunities.
• Process Optimisation – Establish best practices, workflows, and frameworks to enhance client success and operational efficiency.
• Reporting & Insights – Provide strategic insights and recommendations to clients based on campaign performance, data analysis, and industry trends.
• Collaboration – Work closely with internal teams, including SEO, paid media, and development teams, to ensure seamless execution of client strategies.
• Client Advocacy – Act as the voice of the client within the agency, ensuring their needs and goals are understood and met.

The profile we're hiring

You're commercially analytical - you love numbers and know how to use them to make a case, not just fill a report.

You have deep Shopify and eCommerce fluency - you understand the platform, the customer journey, and the levers that move revenue.

You can translate data into action. Not "here's what happened." More like "here's why, here's what we're changing, here's what we expect."

You've grown brands before. You know what it took.

About LION Digital

LION Digital is a premium eCommerce agency specialising in SEO, SEM, Meta, Email, and Web Development. We build and execute performance marketing strategies that drive measurable growth - from scaling startups to established retail brands across Australia and globally.

We've worked with brands including R.M. Williams, Helly Hansen, Nutrition Warehouse, Chempro, Taylors Wines, and Havaianas - a track record built across fashion, health, retail, and lifestyle.

We don't want a cover letter that tells us you're passionate about digital marketing. We want to know what you've built, what broke, and what you learned.

Tell us about a brand you've grown. Walk us through a test you ran. Show us how you think - not just what you've done.

Apply now and be a key part of LION Digital’s success.