Our Story :

Founded in 2016, Overdose has grown to a family of 350+ staff, with offices across New Zealand, Australia, South East Asia, Europe and the USA. We work in a partnership format with a select group of clients looking for innovation and accelerated growth in a competitive digital landscape.
Overdose. connects unique local talent, entrepreneurial thinking, and global expertise to help merchants grow through aligned digital services for sustained business success.

We call this Complete Commerce.

About the role :

As the Client Success Lead, reporting to the Business Director, you will serve as a strategic bridge between senior leadership and Client Success Managers (CSMs), driving the successful delivery of services and aligning client strategies with long-term business goals. Your role will focus on both high-level strategic oversight and hands-on client management, ensuring seamless collaboration across internal and external teams. You will act as a trusted advisor to clients, offering a consultative approach that connects business objectives with tactical execution.

In this role, you’ll manage key client relationships, working closely with Business Directors to deliver results while coaching and guiding CSMs. Your leadership will be essential in developing team competencies, providing feedback, and ensuring client success. You’ll play a pivotal role in translating business strategy into actionable outcomes for both clients and internal teams, focusing on delivering measurable growth while refining processes and strategies.

Responsibilities :

• Manage complex, high-value retainers, coordinating efforts across internal and external stakeholders to ensure the flawless execution of client strategies.
• Facilitate strategic and tactical ecommerce discussions, proactively proposing and executing growth-driving initiatives tailored to your clients’ evolving needs.
• Serve as the primary point of contact for your clients, delivering clear, timely communication and acting as a strategic advisor to foster trust and long-term relationships.
• Collaborate with clients to identify and capitalise on growth opportunities across core areas such as Technology, CRO, SEO, Data, and SEM.
• Collaborate with the CSM team to guide and optimise the strategic direction for their clients, aligning efforts with client’s overall business goals.
• Coach junior team members by providing ongoing guidance, feedback, and support to nurture their professional growth and enhance client success outcomes.
• Allocate resources effectively within your team ensuring successful project execution.
• Drive process improvements across internal teams, contributing to financial objectives by maximising the efficiency and profitability of retainers.
• Stay informed on industry trends, consistently sharing insights with clients and internal teams to elevate and refine strategic approaches.
• Provide platform technical support to clients and CSMs as needed, ensuring smooth operations and addressing any technical challenges promptly.

Essential skills required :

• 5+ years of experience in client relationship management, ecommerce, and digital marketing with a strong foundation in project management.
• 3+ years experience managing a team, providing guidance and support to develop junior staff.
• Proven expertise in driving client strategies, consulting with senior stakeholders, and delivering measurable business outcomes.
• Experience and a solid understanding of key digital marketing platforms including digital analytics, search advertising, CRM, conversion optimisation, eCommerce platforms (such as Magento, Shopify, Commerce Tools), social media, and email marketing platforms.
• Exceptional communication skills, both written and verbal, with the ability to clearly articulate strategies and insights to clients and teams.
• Strong project management skills, with the ability to manage multiple projects under time constraints.
• Ability to work both autonomously and collaboratively within a team, balancing strategic oversight with hands-on execution.

Perks and Benefits :

• Flexible working arrangements.
• Annual 13th-month performance bonus
• Two Wellness Days days off per year.
• Annual training allowance.
• The chance to learn from some of the best eCom leaders all around the world.
• Free day off to celebrate your birthday month.
• Ability to continue your learning and development though globally recognised courses.
• OD Parental Leave policy & support.
• Great humans to work alongside everyday.