We're partnering with a specialist ecommerce fulfilment provider that is expanding its commercial team and is looking for a B2B Customer Success Manager to own relationships with ecommerce customers and ensure seamless fulfilment operations.
This role is ideal for someone who is commercially minded, highly organised and enjoys building strong client partnerships. You'll be the primary contact for a portfolio of ecommerce brands, responsible for driving account growth, coordinating operational delivery and improving customer experience.
You'll be joining at an important stage of growth, with the opportunity to shape account management processes, influence service development and play a key role in scaling the business.
What you'll be doing:
Managing a portfolio of B2B ecommerce clients, acting as the day-to-day point of contact and trusted advisor
Onboarding new customers, coordinating project plans, system integrations and handover to operations
Developing strong relationships with clients to understand their commercial objectives and operational requirements
Working closely with fulfilment operations, warehouse and customer success teams to ensure accurate order processing, on-time delivery and KPI adherence
Proactively monitoring account performance, identifying issues and implementing solutions to improve service levels
Driving account growth through upsell opportunities, contract renewals and introducing new services such as returns management, kitting or subscription fulfilment
Producing regular account reporting and presenting insights to clients to demonstrate value and inform decisions
Escalating and managing incidents, coordinating root-cause analysis and follow-up actions with internal teams
Contributing to process improvement projects and sharing best practice across the account management function
What we're looking for:
Proven experience in account management or client-facing roles within ecommerce, logistics or fulfilment environments
Strong commercial awareness with a track record of growing B2B accounts and identifying upsell opportunities
Excellent communication and stakeholder management skills, comfortable presenting to senior client contacts
Organised and detail‑oriented with the ability to manage multiple accounts and competing priorities
Good understanding of ecommerce platforms (Shopify, Magento or similar) and order management systems
Data‑driven mindset with experience producing operational reports and using KPIs to drive improvements
Problem‑solving attitude and experience coordinating cross‑functional teams to resolve operational issues
Comfortable working in a fast paced, evolving environment and contributing to process development
Nice to have:
Experience working with DTC customers
Familiarity with warehouse management systems (WMS) and courier integrations
Knowledge of subscription fulfilment models and returns processing
Previous experience in a scale‑up or high growth environment
What we offer:
Competitive salary and performance‑related bonus
Hybrid working with regular office collaboration days
Supportive team and opportunities for professional development
Generous holiday allowance and pension contributions
If you're an experienced account manager with a passion for ecommerce fulfilment and customer success, we'd love to hear from you.
We would love to respond to every application however due to the volume of applications we receive this isn't always possible. If you have not heard within 2 weeks of applying, please assume on this occasion that your application has not been shortlisted. We may retain your CV to contact you about future employment opportunities that are being managed by The Growth Foundation Talent.
The Growth Foundation Talent is deeply committed to building a diverse & inclusive workplace and welcomes applications from all sections of the community.
