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Client Success Manager | High-end E-commerce Digital Agency

Sydney (Redfern) | Hybrid

A fast-growing Shopify Plus specialist agency working with some of Australia's most well-respected brands is looking for a Client Success Manager to own delivery across multiple client projects and retainers, ensuring they land on time, on budget, and to a high standard.

You'll be the primary point of contact for clients, guiding e-commerce growth strategy alongside project delivery, and working closely with internal design and engineering teams.

What you'll do:

Own multiple concurrent client projects/retainers end to end

Act as primary client contact, gathering requirements and setting expectations

Identify and guide e-commerce growth levers: CRO, AOV, retention, revenue

Establish and monitor timelines, milestones, and deadlines

Collaborate with leadership on project budgets and financial tracking

What they're looking for:

3+ years in an agency setting, strong project delivery track record

Experience with Shopify or e-commerce platforms

Strong negotiation, influencing, and stakeholder management skills

A background or strong interest in design/UX principles

Excellent written and verbal communication, high attention to detail

Hybrid working, genuine ownership of client relationships, and exposure to some of Australia's best DTC brands.

Accelerating the transition to a circular economy

We are proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers). We help our scheme partners to recycle close to 10 million drink containers every day,



diverting them from landfill into the circular economy.

Our technology and services enable the circular lifecycle of drink containers. We have a large in-house software engineering team using modern technology stacks to develop and support our products. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.

CES was formed in 2017 as a joint venture between Lion and Coca-Cola Europacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.

Originally known as Container Exchange Services, we have rebranded to Circular Economy Systems to recognise our vision to be leaders in the transition to a circular economy.

About the role

At CES, we believe long-term client success is built on consistently delivering high-quality service that creates value for both our clients and our business. As Client Success Manager, you'll own our portfolio of strategic client relationships from onboarding through to renewal,



ensuring strong account health, client satisfaction, and long-term retention.

This role sits at the intersection of account management, service delivery, and commercial outcomes. You'll work closely with teams across Service Centre, Product, and Delivery to ensure clients receive a consistent experience, issues are proactively managed, and expectations remain aligned.

u2022u2009You'll drive improvements across the end-to-end client journey, identifying opportunities, managing risks, and bringing the right people together to solve problems. Success isn't measured by relationships alone, but by delivering meaningful outcomes, improving service performance, and creating long-term value for both clients and CES.

Manage a portfolio of strategic client accounts from onboarding through to renewal

Develop and drive Strategic Account Plans that align client priorities with CES objectives

Monitor account health, including service performance, commercial metrics, and client sentiment

Lead Quarterly Business Reviews (QBRs) and ongoing client governance activities

Identify risks, service gaps, and opportunities for improvement across the client journey

Coordinate cross-functional teams to resolve client issues and deliver positive outcomes

Act as the primary point of contact for important client communications, including incidents, change initiatives, and business updates

Partner with internal stakeholders to improve service delivery, client satisfaction, and retention

Support the development of a scalable Client Success approach that balances client needs with commercial outcomes and business priorities

About you

6+ years' experienc

📌 Strategic Client Success Manager (Sydney)
🏢 Smartgroup
📍 Sydney