Customer Success Manager — Ad-Lab

Hubstaff; Dubai; On-site; AED 257,000 - 331,000; Full time

Job summary

A leading online marketing agency is seeking a Client Success & Account Lead in Dubai to manage a portfolio of eCommerce clients. You will ensure optimal Google Ads performance, communicate effectively with clients, and strategize for account growth. Responsibilities include performance reporting, client call management, and alignment with internal team members. The ideal candidate will have over 3 years of experience in Google Ads, particularly for eCommerce brands, and strong communication skills, as well as a proactive approach to problem-solving.

Qualifications

• 3+ years experience with Google Ads for eCommerce brands, preferably on agency side.
• Proven ability to manage multiple client accounts effectively.
• Strong English communication skills, both written and spoken.

Responsibilities

• Serve as primary contact for eCommerce clients and manage performance expectations.
• Work with Google Ads strategists to align campaigns with client goals.
• Prepare and present regular performance reports and strategic recommendations.

Skills

Google Ads knowledge

Client communication

Analytical skills

Proactive mindset

Tools

Google Ads

GA4

ClickUp

Slack

Job description

About the Role

Were looking for a Client Success & Account Lead to fully own a portfolio of eCommerce clients.

Youll be the go-to person for the client and the internal captain who works with our Google Ads Strategists and Media Buyers to make sure accounts are performing, communication is tight, and nothing falls through the cracks.

If you love Google Ads, talking to clients, and driving clear outcomes (ROAS, revenue, profit) this is for you.

What Youll Own

1. Client Relationship & Communication

• Be the primary point of contact for your client portfolio.
• Run recurring check-in calls (weekly / bi-weekly / monthly), Loom updates, and strategy reviews.
• Translate complex performance data into simple, clear, business-language the client understands.
• Proactively manage expectations, timelines, and next steps.

2. Account & Performance Ownership

• Work closely with our Google Ads Strategists & Media Buyers to ensure campaigns are aligned with the clients goals (MER, ROAS, CAC, profit).
• Review performance across accounts regularly and push the team on optimisations, tests, and scaling opportunities.
• Spot issues early (conversion tracking, feed problems, drops in performance) and coordinate fast fixes.

3. Strategy & Planning

• Help build and present quarterly and monthly strategies : budgets, scaling plans, testing roadmaps, new channels (Pmax, YouTube, etc.).
• Understand the clients wider business (margins, LTV, seasonality, stock, promos) and reflect that in the ad strategy.
• Bring ideas to clients : new offers, funnels, landing pages, creatives, and experiments.

4. Reporting & Insight

• Own performance reporting : weekly or monthly reports, Loom walk-throughs, and QBR decks where needed.
• Focus on insight, not just screenshots what happened, why it happened, and what were doing next.
• Use dashboards / tools (GA4, Looker / Datastudio, Google Ads UI, etc.) to support decisions.

5. Retention, Growth & Upsell

• Keep a pulse on client satisfaction and step in early if you sense churn risk.
• Identify opportunities to grow accounts : higher budgets, additional services, new markets, YouTube, etc.
• Aim to turn every account into a long-term partnership, not a short-term vendor relationship.

6. Internal Coordination & Process

• Make sure tasks, priorities, and deadlines are clear for the internal team (usually via ClickUp / Slack / Loom).
• Keep everyone aligned on what matters this week for each account (big rocks, tests, fixes).
• Help maintain a high standard of client communication, documentation, and follow-through.

Requirements

• Experience :
• 3+ years working with Google Ads for eCommerce brands (agency side strongly preferred).
• Proven experience managing multiple client accounts at once.
• Google Ads & eCom Knowledge :
• Solid hands-on understanding of Google Ads : Search, Shopping, Pmax, remarketing (YouTube a plus).
• Familiar with eCom KPIs : ROAS, MER, AOV, CAC, LTV, conversion rate, etc.
• Bonus : Experience with GMC, GTM, GA4, product feeds.
• Client-Facing Skills :
• Youre comfortable leading calls, pushing back politely, and guiding clients even when performance is bumpy.
• Strong English communication (written & spoken) and ability to keep things simple and clear.
• Analytical & Organised :
• Can read numbers, spot patterns, and turn them into actionable next steps.
• Able to juggle multiple accounts, deadlines, and stakeholders without dropping the ball.
• Mindset :
• Proactive, solution-oriented, calm under pressure.
• You care about ownership if its your account, youll do what it takes to make it work.