Head of Customer Success – Premium Ecommerce Fashion/Tech

JR United Kingdom; London; On-site; GBP 90,000; Full time

Job summary

Join a fast-growing tech scale-up as the Head of Customer Success, where you will lead key relationships with premium fashion brands. This role combines strategic oversight with hands-on management, ensuring clients achieve long-term success on the ecommerce platform. You will drive engagement, optimize performance, and enhance customer experience in a dynamic environment. If you are passionate about ecommerce and thrive in a fast-paced setting, this is an exciting opportunity to make a significant impact and shape the future of digital retail.

Qualifications

• Strong experience in ecommerce and client-facing roles.
• Proven track record in managing tech integrations and partnerships.

Responsibilities

• Own relationships with key brand partners and drive their success.
• Lead performance reviews and provide strategic recommendations.

Skills

Ecommerce Experience

Relationship Building

Analytical Mindset

Project Management

Client Management

Tools

Shopify

Magento

BigCommerce

Salesforce Commerce Cloud

Jira

Asana

Monday.com

Job description

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Head of Customer Success – Premium Ecommerce Fashion/Tech, London

Client:

Urban Digital Recruitment Ltd

Location:

London, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

5

Posted:

24.04.2025

Expiry Date:

08.06.2025

Job Description:

Head of Customer Success – Premium Ecommerce/Fashion Tech

Up to £90k + Bonus + Equity

London/Hybrid (2 days in the office a week)

Are you a strategic, relationship-driven leader passionate about ecommerce, fashion, customer success, and digital innovation?

We’re partnering with a fast-growing, premium ecommerce tech provider that is revolutionizing how consumers shop online. Their unique service is transforming convenience and personalization in digital retail — and they’re looking for a Head of Customer Success to drive these changes forward.

About the Role:

As the primary key account manager for a portfolio of premium fashion and lifestyle brands, you’ll guide clients from onboarding to long-term platform success. You’ll drive engagement, optimize performance, and maximize commercial outcomes while shaping the future of customer experience in ecommerce.

What You’ll Do:

• Own relationships with key brand partners, overseeing onboarding, success, and ongoing optimization.
• Lead high-impact performance reviews and provide strategic recommendations to enhance outcomes.
• Proactively manage partner retention and satisfaction, identifying and resolving risks.
• Collaborate cross-functionally with commercial, product, and ops teams to ensure alignment.
• Provide valuable insights to the product roadmap based on client feedback and needs.
• Introduce and support the adoption of new products and services to enhance client value.
• Ensure a clear focus on long-term optimization during partner onboarding.

What We’re Looking For:

• Strong experience in ecommerce, ideally in client-facing or digital account/project management roles, with a proven track record of overseeing tech integrations or partnerships valued at around £500k annually.
• A natural relationship builder with the ability to establish trust and communicate effectively.
• Strong understanding of ecommerce platforms and KPIs (Shopify knowledge a bonus).
• Commercial and analytical mindset — confident in owning performance metrics and translating data into action.
• Proactive and hands-on with the ability to thrive in a fast-paced, entrepreneurial environment.
• London-based or able to be in the office 2x per week, with flexibility for in-person meetings.
• Start-up experience. Must have experience working in a small, scaling, early-stage business that is entrepreneurial and fast-paced. You will likely have to roll-up-your sleeves and get involved with tasks outside of your immediate remit.

Experience managing tech integrations and driving ROI from ecommerce partners while working in-house at a retail brand would be highly valuable.

We’d also welcome backgrounds in payment platforms or online transaction/fraud prevention solutions, where you’ve been closely involved in partner relationships and performance optimization.

Key Experience & Background:

• Ecommerce Platform Expertise: Hands-on experience with platforms like Shopify, Magento, BigCommerce, or Salesforce Commerce Cloud. Comfortable with tech stacks, APIs, and integrations.
• Client Management: Proven track record of managing relationships with brands or clients in ecommerce, delivering value and driving retention.
• Project Management: Experience delivering end-to-end ecommerce projects, such as site launches, CRO initiatives, and third-party integrations. Familiar with tools like Jira, Asana, or Monday.com.
• KPI & Data Fluency: In-depth understanding of key ecommerce metrics like conversion rates, AOV, ROAS, and customer lifetime value. Experience interpreting data and providing actionable insights.

This is a rare opportunity to join a fast-scaling, tech scale-up working with some of the most exciting names in fashion! You will also have the chance to build out your own team over the next 12 months.

If you’re passionate about ecommerce, delivering real value to clients, and shaping the future of digital retail, we’d love to hear from you.