Customer Success Manager, Growth

Job summary

The Customer Success Manager will drive optimal results for high-value clients by managing retention, adoption, and strategic growth plans. They will also act as a trusted advisor, conducting regular strategy sessions and providing actionable feedback to internal product teams.

Job details

Agency: Flywheel Job Function: Account Management and Growth Job Subfunction: Account Management Job Description: Opportunity Perpetua, from Flywheel is looking for a Customer Success Manager (CSM) to join our team and serve as a strategic partner for Perpetua’s SaaS clients. In this role, you’ll combine your expertise in data-driven advertising with your knack for problem-solving to ensure our clients achieve their goals using Flywheel’s best-in-class commerce solutions. If you love translating insights into action, collaborating across teams, and making a real impact on client growth, this role is for you. In this role, you will support our Perpetua product, which focuses on the seller, challenger brand, and specialist agency segments within the Flywheel portfolio. Perpetua provides retail media optimization and market intelligence technology for the world's smartest eCommerce businesses. Through the platform, brands and agencies create goals based on strategy and rely on Perpetua's best-in-class, always-on optimization to execute tactically. What you'll do: Client Success & Strategic Account Management: Drive optimal results across a book of high-value clients—managing conversion, retention, adoption, and CSAT while proactively addressing risks to maximize lifetime value. Lead client onboarding and build strategic relationships with key stakeholders, serving as a trusted advisor and ensuring quick time-to-value on the Perpetua platform. Develop and maintain tailored success plans aligned with client business objectives; conduct regular strategy sessions, QBRs, and product training delivered with data-driven insights. Proactively identify upsell, expansion, and partnership opportunities to drive growth and promote client advocacy. Serve as the voice of the client, providing actionable feedback to Product and Engineering teams to shape our platform roadmap. Collaborate with Sales, Marketing, and cross-functional teams to ensure seamless client experiences and accelerate success stories. Who you are: You have prior experience in a Customer Success or client-facing role at a B2B SaaS company, ideally in digital advertising, eCommerce, or retail media. Highly analytical, with a track record of leveraging data to inform decision-making and communicate performance insights. Outstanding written and verbal communication skills, with the ability to clearly present complex information catered to diverse audiences. Passionate about building strong relationships with clients and stakeholders, earning trust with your consultative and proactive approach. You are results-oriented and a natural problem-solver, comfortable navigating technical questions to resolve issues, and collaborating across teams to achieve shared goals. You are adaptable and thrive in a fast-paced, high-growth environment, and you are eager to keep learning about the evolving digital commerce landscape. $82,000 CAD Omnicom’s policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager. Our objective is to increase this requirement over time, and many of our agencies as well as Omnicom’s corporate group already require five days of in-office attendance. Omnicom is committed to hiring and developing exceptional talent. We agree that talent is uniquely distributed, and we’re focused on developing inclusive teams that can bring the best solutions to everything we do. We strongly believe that celebrating what makes us different makes us better together. Join us—we look forward to getting to know you. We will process your personal data in accordance with our Recruitment Privacy Notice. Link to Recruitment Privacy Notice: https://www.omc.com/privacy-notice/

What you’ll do

The Customer Success Manager will drive optimal results for high-value clients by managing retention, adoption, and strategic growth plans. They will also act as a trusted advisor, conducting regular strategy sessions and providing actionable feedback to internal product teams.

Requirements

Candidates must have prior experience in a customer-facing role at a B2B SaaS company, preferably within digital advertising or eCommerce. Strong analytical skills and the ability to communicate complex performance insights to diverse audiences are essential.

Listed skills

• Account Management · Preferred
• Data analysis · Preferred
• Client Onboarding · Preferred
• Upselling · Preferred
• Problem solving · Preferred
• Communication · Preferred
• Relationship Building · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Account Management
• SaaS
• Digital Advertising
• ECommerce
• Retail Media
• Data Analysis
• Strategic Planning
• Client Onboarding
• Upselling
• Problem-solving
• Communication
• Relationship Building
• Product Training
• Market Intelligence
• Optimization
• Customer Success Management
• Business Objectives
• Business To Business
• Decision Making
• Software As A Service (SaaS)
• Customer Advocacy
• E-Commerce Management
• Sales
• Marketing
• Problem Solving
• Strategic Partnership
• Verbal Communication Skills
• Computer Security Awareness Training

Job areas

• Customer Service & Support
• Software
• Marketing
• Data & Analytics
• Management & Leadership
• Customer Success Manager
• Sales and Marketing Managers
• First-Line Supervisors of Office and Administrative Support Workers

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