Account Manager / Customer Success (Ecommerce / Shopify) in London

Charle was formed to revolutionise direct-to-consumer strategies by blending creative design with world-class Shopify technology. We partner with ambitious brands, from global leaders to fast-scaling startups, to build and grow e-commerce stores that engage, convert, and inspire customers.Our services go beyond store design and development. We are committed to long-term growth partnerships through ongoing optimisation, CRO, email and SMS, and data-driven strategy. We exist to help merchants unlock their full growth potential on Shopify.About The Role We are hiring a Customer Success Manager to own and grow relationships with our merchants. Your role is not about project management or delivery, that is handled by our dedicated PM team. Instead, you will focus on:Retention – ensuring clients see ongoing value and stay with Charle long term.Strategy – running QBRs, uncovering merchant roadmaps, and proposing growth strategies.Upsell and Growth – spotting opportunities to expand services that drive measurable results.This role is perfect for someone commercially minded and who enjoys sitting at the intersection of strategy, account management, and growth. You will become a trusted advisor to our clients, helping them achieve their goals while driving revenue growth for Charle.Responsibilities Act as the main strategic contact for your portfolio of merchants.Run quarterly business reviews (QBRs) to align on performance, roadmap, and opportunities.Develop growth strategies tailored to each merchant and hand over execution to our PM team.Build deep, trusted relationships that ensure client retention and satisfaction.Proactively identify upsell and cross-sell opportunities that benefit both the client and Charle.Work closely with internal teams to ensure insights and strategies are implemented smoothly.Who We Are Looking For A commercially-minded strategic thinker with experience in client-facing roles.Someone with a genuine passion & experience for e-commerce and digital growth.Excellent communicator who can build trust with senior stakeholders.Comfortable discussing revenue, KPIs, and ROI with merchants.Thrives in a fast-paced, growing agency environment.Bonus points for Shopify, ecommerce, or digital agency experience.Fun, creative, and challenging projects with ambitious brands.Hybrid working: Tuesday, Wednesday, Thursday In OfficePrivate healthcare with Vitality.Inspiring, social office space in Vauxhall with great transport links and a secure bike shed.Regular team socials and company events.Clear paths for progression as the agency scales.Free tea, coffee, and snacks.From Nic, the Founder Charle is growing, and we are looking for people who want to shape the future of ecommerce with us. This is a chance to take ownership, carve out your place, and directly influence the growth of our merchants and Charle itself. If you are ambitious, commercially minded, and ready for a challenge, we would love to hear from you.We value diversity and inclusion at Charle. We are an equal opportunity employer and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

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