Great work only creates value when it's aligned, prioritised, and delivered with confidence.
At Overdose, our Client Success function is the connective layer between strategy and delivery. We work closely with clients to understand commercial goals, keep work moving across teams, maintain visibility on priorities and budget, and ensure the right opportunities are being actioned at the right time.
Our role is not simply to coordinate tasks. Our team becomes a genuine extension of your business — embedded in your goals, fluent in your challenges, and invested in your outcomes. We act as a proactive partner in your growth, helping turn a collection of services into one connected, commercially focused experience that feels like it comes from inside your team, not outside it.
.svg)
Strategy first. Delivery second. Always connected.
The gap between a good strategy and great results is usually execution. Not because the work is wrong, but because the priorities shift, the context gets lost, and the connection between what was agreed and what gets done slowly breaks down.
Our Client Success team keeps that connection tight — from the first planning conversation to the last deliverable.
Client Success works with clients on both a tactical and strategic level. This includes aligning activity to business goals, bringing forward fresh ideas and industry trends, supporting quarterly strategic reviews, and helping shape practical next steps that move the business forward.
The goal is to ensure clients are not just receiving delivery support, but ongoing strategic guidance that keeps momentum high and opportunities visible.
Running a retainer well requires clear priorities, transparent trade-offs, and consistent alignment between what the business needs and where effort is actually going.
Client Success plays a central role in managing this. We help coordinate workloads, maintain visibility of what is in motion and what is coming next, and ensure available capacity is being used in a way that supports agreed goals — not just what happens to be loudest.
This gives clients confidence that work is being managed proactively, not reactively.
Our Client Success team brings both technical and strategic depth across the modern commerce stack. With hands-on experience across platforms including Shopify, Adobe Commerce, Klaviyo, Nosto, Yotpo, Order Editing - just to name a few - they understand how the pieces fit together — and what it takes to make them work for your specific business.
This expertise extends beyond platforms. Our team has a genuine understanding of retail and omnichannel environments, and uses that lens to interpret client data and translate it into clear strategic actions. When your reporting shows a dip, a spike, or an anomaly, we don't just flag it — we know what it means and what to do about it.
We also keep a close eye on what's happening in the market — new products, emerging platforms, shifting consumer behaviour — and act as the industry knowledge layer for our clients. For businesses where internal teams don't have the bandwidth or specialist knowledge to evaluate how a new tool fits their tech stack, our Client Success team fills that gap. We're the people our clients rely on to cut through the noise, make sense of what matters, and give them a confident recommendation.
.avif)
Fewer blockers. Clearer communication. Better outcomes.
Complex digital programmes involve a lot of moving parts — multiple disciplines, multiple stakeholders, and multiple competing priorities. Without a clear hand on the wheel, things slow down, fall through the cracks, or arrive misaligned.
Client Success keeps the work moving, the communication clear, and the experience cohesive.
Our clients often need support that cuts across multiple disciplines. Client Success brings those moving parts together — coordinating delivery across development, CRO, data, CRM, SEO, design, and broader roadmap activity — so the experience feels cohesive and well led.
This means managing briefs, setting timelines, aligning stakeholders, and keeping execution on track regardless of how many teams are involved.
Strong client relationships are built on clear, consistent communication. We prioritise regular and transparent touchpoints, maintain relationships across multiple stakeholders within a client's business, and ensure expectations are managed well as work progresses.
For clients, this means stronger continuity, better visibility, and fewer surprises.
When challenges arise, Client Success leads them through. Our role includes identifying risks early, managing escalations calmly, involving senior leadership where needed, and working across teams to resolve issues quickly and clearly.
This helps protect momentum, strengthen trust, and ensure clients feel supported when something needs extra attention.
From reactive delivery to proactive growth.
The best client relationships don't just execute the plan — they help shape what the plan should be. That means creating space for proactive thinking, not just responding to what's in the queue.
At its best, Client Success shifts from coordination to genuine commercial partnership: identifying growth opportunities, connecting insights across departments, and helping clients make smarter decisions about where to invest next.
Client Success is the link between the work our wider teams do across every department and the commercial outcomes that matter most — revenue, margin, brand equity, and not just channel metrics. We see the full picture, and we use it.
We proactively identify opportunities to grow sales, reduce costs, and protect profitability — and we connect those opportunities to the right teams to act on them. This gives clients better clarity on where effort is going, how plans are evolving, and where there may be opportunities to adjust the roadmap for stronger commercial impact.
Our internal model consistently points to Client Success evolving toward more strategic, data-led, and optimisation-focused work. That means more time identifying growth opportunities, shaping future roadmaps, and helping clients make the most of what Overdose can offer across every discipline.
The goal is simple: turn a collection of services into one connected engine for growth.
Our Client Success team is continually developing their AI capabilities to change how time is spent. By automating and streamlining the high-volume admin tasks that consume time but deliver little direct value to clients, we free up capacity for the work that actually moves the needle.
The result is a Client Success function that is increasingly outcome-driven — spending more time on strategic thinking, proactive recommendations, and high-value opportunities, and less time on process. It’s how we supercharge the part of the role that generates the most value for our clients.
YOU’RE IN
GOOD HANDS
Todd Welling
Group Chairman
Paul Pritchard
Group Chief Executive Officer
Peter Hay
Group Chief Financial Officer
Jodi Irving
Group Chief Operating Officer Auckland
Ryan Delaney
Group Chief Experience Officer
Nikolai Mouraviev
Group Chief Technical Officer
Laura Jackson
CEO Australia
Adam Ellington
Group Chief Commercial Officer
Jenny Mesdag
CEO Americas
CLIENT
LoVE
.png)
"Barkers, Max and Overdose. have a long history of working together to achieve our digital vision. The Overdose. team have been there every step of the way guiding us through scoping and ideation, helping us to look forward to what’s needed in a future-proofed digital platform. Overdose took the time to understand our brand and customers’ needs, which shows in the amazing user experience we have created. Ultimately, we’ve created a beautiful space to showcase our brand, while providing a fun and functional platform that’s translating into happy customers.”
-- Josh Cragg
Group Digital Manager
Max & Barkers
you’re
in good
company
Overdose has partnered with a select group of high growth B2C Retailers and B2B Suppliers seeking accelerated growth in competitive markets. Our typical client trades across multiple channels, operated with a degree of complexity within the operations, and has significant ambitions to scale growth, deliver operational efficiency or achieve cost savings through a modern, right-sized stack.
.svg)
