PiWheel is a leading ecommerce intelligence and growth partner, helping brands accelerate digital commerce performance through data, analytics, retail media, content excellence, and marketplace strategy.

Powered by advanced ecommerce intelligence capabilities and strategic consulting, PiWheel supports leading brands across FMCG, Beauty, Personal Care, Electronics, and other key categories across Türkiye, UAE, and India.

Our mission is to help brands move from data to action by combining technology, consultancy, and execution under one connected growth ecosystem.

Role Summary

As a Customer Success Manager, you will own and grow a portfolio of strategic client relationships, ensuring clients achieve their ecommerce and digital commerce objectives. You will act as a trusted advisor, combining customer success, ecommerce consultancy, analytics, and commercial acumen to deliver measurable business impact. You will also lead and develop junior team members while working closely with cross-functional teams to drive successful client outcomes.

Key Responsibilities

Client Success & Strategic Partnership

• Own a portfolio of strategic client accounts and serve as the primary point of contact.
• Build strong relationships with client stakeholders across ecommerce, marketing, media, category, and commercial functions.
• Lead business reviews, performance discussions, and strategic planning sessions.
• Ensure high levels of client satisfaction, retention, and long-term partnership growth. Business

Growth & Account Development

• Identify opportunities to expand client engagement through additional services and solutions.
• Support commercial discussions by identifying business needs and growth opportunities.
• Contribute to client retention and revenue growth through proactive account management.

Ecommerce Analytics & Insights

• Analyze ecommerce, marketplace, and digital performance data to identify trends, opportunities, and risks.
• Translate data into clear, actionable recommendations for clients.
• Develop and present strategic reports, business reviews, and growth recommendations.

Cross-Functional Leadership

• Collaborate with Product, Media, Content, and Strategy teams to deliver integrated client solutions.
• Coordinate delivery plans and ensure alignment across internal stakeholders.
• Proactively identify challenges and drive solutions to maintain delivery excellence.

Team Leadership & Development

• Coach and mentor Associate Managers, Executives, and new team members.
• Review deliverables and ensure quality standards are maintained.
• Support onboarding, capability building, and knowledge sharing within the team.

Operational Excellence.

• Manage multiple client projects and priorities effectively.
• Ensure timely, accurate, and high-quality delivery of client commitments.
• Drive continuous improvement in processes, reporting, and client management practices.

Minimum Qualifications

• 6+ years of experience in ecommerce, digital commerce, consulting, customer success, account management, analytics, digital marketing, or related fields.
• Proven experience managing client relationships and stakeholder engagement.
• Strong analytical and problem-solving skills with the ability to transform data into business recommendations.
• Advanced proficiency in PowerPoint and Excel. • Excellent communication, presentation, and project management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Fluent in English

Preferred Qualifications

• Experience within FMCG, Beauty, Electronics, Retail, or consumer-focused industries.
• Exposure to platforms such as Amazon, Flipkart, Noon, or similar e-commerce ecosystems
• Experience in ecommerce marketing, retail media, category management, marketplace growth, or digital commerce strategy.
• Previous experience leading or mentoring team members.
• Passion for ecommerce, technology, analytics, and client success.

What Success Looks Like

• Strong client relationships and high client satisfaction.
• Consistent delivery of high-quality strategic recommendations.
• Successful adoption of solutions and services by clients.
• Growth and retention of assigned client accounts.
• Strong collaboration across internal teams.
• Development and performance of team members.
• Ownership, accountability, and a continuous improvement mindset.