Customer Success Manager

About eComID

eComID is building the Shopping Passport for modern commerce - a shopper context layer that enables brands to understand and personalize every shopper from their very first visit. By combining AI-powered sizing, conversational search and intelligent product discovery, we're making online shopping smarter, more personal and less wasteful.

Launched in Stockholm in 2024, eComID is already operating at scale, reaching more than 20 million shoppers every month. We recently raised a $17.4 million seed round - the largest in European fashion-tech history and the second-largest globally.

We're backed by H&M Group, Stadium, leading international VCs and some of Europe's most successful industry leaders and technology founders, including Helena Helmersson, Sebastian Knutsson, Maria Raga and Alan Mamedi.

Now, we're bringing together exceptional people with warm hearts to build a world-class fashion-tech company from Stockholm. If you want to solve meaningful problems, move fast and help shape how the world shops, this is the place to do it.

What you will work on

We are looking for a Customer Success Manager who will own the relationship with a portfolio of our brands and make sure they get real, measurable value from eComID.

You are the brand's main contact. You know their ecommerce team, their assortment and their numbers and make sure the brand understands the impact.

You also work closely with our Forward Deployed Engineers, product and sales, so what you learn from brands shapes what we build.

You will work directly with brands, including:

• Owning the ongoing relationship with a portfolio of fashion brands, from launch onwards
• Running regular performance reviews with brands: tracking conversion, net revenue and return-rate effects
• Analysing how our products perform per brand and identifying what to tune
• Coordinating onboarding together with our Forward Deployed Engineers and keeping the brand on track to launch
• Bringing structured feedback from brands into product and engineering
• Helping define a scalable customer success process as we grow to more brands and more markets

What we are looking for

We are looking for someone who is analytical, comfortable with data, and good at building trust with ecommerce teams at brands.

You should have experience with several of the following:

• Working in a customer-facing role in SaaS, ecommerce or retail, such as customer success, account management, ecommerce management or consulting
• Working with ecommerce KPIs: conversion, average order value, return rates, revenue per session
• Analysing data and turning it into a clear story for a customer
• Presenting results and recommendations to stakeholders at different levels
• Managing a portfolio of customers in parallel and prioritising where your time has the most impact
• Working closely with product and engineering teams and translating customer needs into clear requirements

Experience from a fashion brand, an ecommerce platform or agency, or a fashion-tech product is a plus.

We care more about curiosity, structure and the ability to build trust than about a specific title in your past.

What we value

We are looking for someone who:

• Takes ownership of their brands and follows problems through to resolution
• Enjoys working directly with customers and genuinely cares about their results
• Is comfortable with numbers and lets data drive the conversation
• Can explain how our products work and what the results mean without unnecessary complexity
• Is proactive in spotting problems and opportunities before the brand does
• Is structured and keeps many parallel relationships moving
• Brings customer feedback back into product and engineering
• Turns one-off solutions into processes and playbooks others can use
• Is comfortable in a fast-moving environment where every brand looks slightly different

What we offer

• A best-in-class team with warm hearts and no ego. We care deeply about the quality of our work, while staying kind, humble and easy to work with. The goal is always to build the best product possible, not to win internal arguments.
• A direct connection to customers and product. You will see first-hand how brands use eComID and have a strong voice in how we improve the product.
• Real ownership. You own the relationship and the results for your brands, with the freedom to work in the way that makes the most sense for each of them.
• You will work with leading fashion and sports brands and their ecommerce teams every week.
• Work closely with engineering, product and AI. You will collaborate directly with the teams building our products and help translate customer needs into better solutions.
• Freedom to improve how we work. If you see a better way to onboard, review or support brands, we want you to drive it.
• High standards without unnecessary process. We care about thoughtful execution and strong customer outcomes while keeping communication direct and decision-making fast.
• The chance to shape the next stage of the company. You will help define how eComID works with customers as we scale to more brands and more markets.

Benefits

• Holiday: 25 days of paid holiday per year
• Health allowance: 5,000 SEK wellness allowance per year
• Office: Work from our office in central Stockholm
• Office perks: Weekly breakfasts and snacks throughout the day
• Tech: Your choice of computer, phone and phone contract
• Learning and growth: Annual budget for courses, books and conferences
• Insurance: Extensive coverage, including private healthcare insurance
• Pension: Private pension insurance via SPP