Head of Client Success

About the job

Your client’s ROAS is slipping. CAC is creeping up. MER is off. Most Account Directors send an update. You already know what’s wrong — and you’re two steps into fixing it.

Dolphin 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.

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.

Responsibilities

• 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

Requirements

• 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
• Available during Australian business hours

Preferred

• Experience with Shopify Plus brands
• Prior people-leadership

Benefits

• 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

Questions about the role? Email Hiring@dolphindigital.uk.