ABOUT THE JOB
Your client’s ROAS is slipping. CAC is creeping up. MER is off.
Most Account Director send an update.
You already know what’s wrong – and you’re two steps into fixing it.
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
We’re looking for a Head of Client Success to join our Client Success team.
You’ll work closely with our Channel Leads to manage a portfolio of eCommerce clients, drive multichannel strategy, and make sure performance is always moving in the right direction.
This isn’t a relationship maintenance role. It’s a commercial one – you’re accountable for client growth, retention, and the quality of everything we deliver.
WHAT YOU’LL OWN
- A portfolio of eCommerce clients across SEO, SEM, Meta, Email and Web
- Onboarding new clients in partnership with Channel Leads
- Regular performance reviews – not status updates, but strategic conversations that drive next actions
- A 360 view of performance across your accounts – you know what’s working, what isn’t, and why → Internal team coordination to keep delivery sharp and prioritised
- Proactively identifying growth opportunities within your portfolio and making the case for them → Sharing eCommerce and retail trends with clients before they have to ask
- AI tools as a core part of how you work, not an afterthought
WHAT WE’RE LOOKING FOR
- 10+ years of agency experience managing eCommerce clients
- Real working knowledge of multichannel digital – MER, CAC, ROAS aren’t acronyms to you, they’re how you think
- Hands-on experience across at least two of: SEO, SEM, Meta, Email, or Shopify
- Strong commercial instinct – you spot growth opportunities and know how to act on them
- You turn data into a clear point of view – and you know how to land it with a client.
- Someone who takes ownership without being asked to
THIS ROLE ISN’T FOR YOU IF:
- You treat client calls as status updates
- You need direction to know what to prioritise
- You haven’t worked in or around eCommerce brands
- You’re not curious about how AI is changing agency work
WHAT’S IN IT FOR YOU
- Fully remote – Australia-based
- Competitive base + super + performance incentive
- Real career growth in a team that’s scaling
- Work with some of Australia’s leading eCommerce brands
- A collaborative team with a hands-on culture