Customer Success Manager - Ecommerce

Customer Success Manager - Ecommerce at Troopod Location: Remote (India) Experience: 1-3 years About Troopod Troopod is an AI-native website growth partner for leading consumer brands. We help D2C brands improve website performance, conversion, and ad-to-landing page experience through a combination of human expertise and AI-led execution. We work with 50+ brands including Colgate, Damensch, Wonderchef, Essor, and BSC across India, UK, and USA. About the Role We're hiring a Client Success Manager to own a portfolio of D2C client relationships end-to-end. You'll be the primary point of contact for your accounts, responsible for understanding what clients need, translating that into clear briefs for our design and development teams, and making sure what gets delivered actually matches what was promised. The ideal person has spent time in marketing, CRO, or a growth-focused role and has had to manage multiple client projects or accounts at the same time. You know how ecommerce websites work, you care about outcomes, and you don't need to be chased to give a client an update. What You'll Own Serve as the primary point of contact for a portfolio of 10-12 D2C brand clients across design and development projects Run discovery and requirement-gathering calls with clients and translate those into structured briefs the design and dev teams can execute against Manage timelines and deliverables across multiple simultaneous projects without losing track of what's due when Communicate project status proactively to clients at every stage, not just when they ask Create client-facing proposals, project presentations, and status decks independently using AI tools, without needing design or creative support Review deliverables before they go to clients and flag gaps between what was briefed and what was built Identify friction points in client accounts and surface upsell or expansion opportunities to the senior team Support clients with basic CRO and website improvement recommendations where relevant Own client onboarding for all new accounts assigned to you What We're Looking For 1-3 years of experience in a client-facing or project ownership role at a digital agency, D2C brand, or marketing services company Background in performance marketing, CRO, growth, or ecommerce, you understand how online stores work and what good website performance looks like Proven ability to manage multiple client projects or accounts at the same time without things slipping Heavy AI tools user: you use AI daily to get work done faster, and you can go from a brief or an idea to a polished proposal, deck, or design mockup without needing anyone's help. Canva AI, Gamma, ChatGPT, Midjourney, or whatever gets the job done Strong at turning vague client asks into clear, actionable briefs for designers and developers Comfortable using project management tools like Notion, Asana, Linear, or similar Familiar with Shopify storefronts, landing pages, and basic web analytics — you don't need to code, but you need to understand what you're looking at Proactive communicator — you update before being asked and flag problems before they become crises Based in India, with flexibility to occasionally sync with UK or US-based clients Why Troopod Work with some of India's and the world's fastest-growing D2C brands Real ownership from day one — you run your accounts, not just assist on them AI-native team that moves fast and builds differently Remote-first, outcome-driven culture