Senior Account Manager

About the Role:

Convert Digital is on the lookout for a commercially-minded Senior Account Manager to join our growing Client Success team. In this pivotal role, you’ll take ownership of a portfolio of ecommerce clients, acting as a strategic partner to help them maximise the value of their digital platforms. From shaping tailored roadmaps to identifying growth opportunities, you’ll guide clients towards measurable results while fostering strong, long-term relationships.

Working closely with cross-functional teams across UX, Solutions, and Development, you’ll bring strategic priorities to life while making the client experience both smooth and genuinely rewarding.

Key Responsibilities:

• Manage a portfolio of ecommerce clients, building trusted relationships and acting as their main point of contact.
• Own key performance metrics including revenue growth, retention, NPS, and roadmap delivery, driving year-on-year growth and contributing to Client Success performance.
• Lead the development and execution of strategic 6–12 month roadmaps that align with client goals and drive measurable outcomes.
• Alongside roadmap planning, identify and position upsell opportunities that add value and support long-term client growth.
• Conduct regular WIPs, check-ins, and quarterly meetings to align on progress, priorities, and evolving needs.
• Use ecommerce data, analytics, and client insights to inform recommendations and support strategic decisions.
• Track and report on retainer usage, completed work, upcoming priorities, and account performance.
• Act as an escalation point for delivery issues and support cross-functional teams to ensure successful execution.
• Mentor junior team members and contribute to a collaborative, high-performing Client Success culture.
• Represent Convert Digital at events and maintain strong relationships with platform and integration partners.

Experience and Skills:

• At least 5 years’ experience in digital account management or a similar client-facing role within a digital agency or ecommerce environment.
• Demonstrated ability to manage multiple accounts, balance competing priorities, and deliver exceptional service and results.
• Strong commercial awareness with the ability to track, report on, and influence key account metrics including retainer usage, revenue performance, and client growth opportunities.
• Proven experience with Shopify Plus, experience with Commercetools is a bonus.
• Excellent stakeholder management and communication skills, including the ability to engage technical and non-technical audiences.
• Understanding of ecommerce performance metrics and experience developing strategic improvement plans.
• Familiarity with Scrum/Agile methodologies and collaborative digital project delivery.
• Confident in using data to inform decisions, provide insight, and justify recommendations.

To express your interest, please hit APPLY and follow the prompts. Thank you for taking the time to send us your application for this role!

Please note: we are only able to consider applications already based in Melbourne, Brisbane or Sydney with full working rights.