Ecomma is looking for a Customer Success Manager with proven ecommerce experience. This is a mandatory requirement. Candidates without hands-on ecommerce knowledge or experience working with ecommerce brands will not be considered.
We are a fast-growing private equity firm that acquires and scales ecommerce brands globally. This role is ideal for someone who has worked closely with ecommerce brands and understands how to manage, stabilise, and grow them.
This is not a generic client servicing role. You will act as the bridge between ecommerce business owners and our internal teams across marketing, operations, fulfilment, customer service, finance, and performance. Your job is to keep clients informed, manage expectations, identify risks early, and ensure the right actions are being taken across each brand.
- What you will own
- Act as the main point of contact for assigned ecommerce business owners
- Manage client communication across Slack, email, calls, and regular updates
- Prepare clear performance updates covering revenue, ad spend, ROAS, CAC, blockers, and next steps
- Coordinate with marketing, operations, finance, supply chain, and customer service teams
- Track client sentiment and flag risks before they become escalations
- Understand brand performance and help identify what is blocking growth
- Ensure onboarding, handover, access, and expectation-setting processes are followed
- Maintain client trackers, meeting notes, action logs, and follow-up documentation
- Clarify what is in scope, out of scope, and what requires separate approval
- Support relevant upsell opportunities where additional services are genuinely needed
- Escalate serious issues clearly, with context and proposed next steps
What we are looking for
- Mandatory ecommerce experience2 to 5 years in customer success, account management, ecommerce operations, brand management, marketplace management, or ecommerce agency account management
- Experience working with DTC/ecommerce brands, ideally across Shopify, paid ads, fulfilment, customer service, and reporting
- Strong understanding of ecommerce metrics such as revenue, ROAS, CAC, AOV, conversion rate, contribution margin, refunds, fulfilment delays, and customer complaints
- Ideally, experience managing and growing ecommerce brands directly
- Ability to speak confidently with business owners about performance, risks, and actions
- Strong communication, follow-through, ownership, and organisation
- Ability to manage multiple brands and internal teams without losing detail
- Calm under pressure and able to manage demanding clients without overpromising
- Fluent English, both written and spoken
- High integrity and sound judgment with sensitive business information
- Tools and working style
- Ecomma is a tech-first company.
- You should be comfortable working across communication tools, dashboards, workflow systems, AI tools, and internal operating platforms.
You will use technology to manage client visibility, track actions, document decisions, monitor account health, and coordinate teams. Experience with Slack, Google Workspace, Notion, Shopify, CRMs, reporting dashboards, AI productivity tools, and workflow automation platforms is preferred, but adaptability matters more than knowing one specific stack.
This is an in-office role in Dubai. Candidates must be based in the UAE
