Customer Success Manager, Growth

Adelphi Group; Toronto; Hybrid; CAD 74,000 - 90,000; Full time

Job summary

Omnicom is seeking a Customer Success Manager to join the Flywheel portfolio, focusing on Perpetua. You will partner with SaaS clients, translate data-driven insights into actions, and drive growth by optimizing onboarding, adoption, and retention across a high-value client book.

This role supports the Perpetua product in the Flywheel portfolio, serving seller, challenger brand, and specialist agency segments with retail media optimization and market intelligence tools.

Qualifications

• Customer success experience in a B2B SaaS setting.
• Analytical with ability to leverage data for decisions.
• Excellent written and verbal communication.
• Strong client relationships and consultative approach.
• Able to work across teams in a fast-paced environment.

Responsibilities

• Drive optimal results across high-value clients, managing conversion, retention, adoption, and CSAT.
• Lead client onboarding and build strategic relationships with key stakeholders.
• Develop tailored success plans and conduct strategy sessions, QBRs, and product training.
• Proactively identify upsell, expansion, and partnership opportunities.
• Provide actionable feedback to Product and Engineering to shape the roadmap.
• Collaborate with Sales, Marketing and cross-functional teams for seamless client experiences.

Skills

Customer Success

B2B SaaS

Data analysis

Strong communication

Relationship building

Problem solving

Job description

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 segmentswithin 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:

• Driveoptimalresults 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 advisorand ensuring quick time-to-valueon the Perpetua platform.
• Develop andmaintaintailored success plans aligned with client businessobjectives; conduct regular strategy sessions, QBRs, and product training delivered with data-driven insights.
• Proactivelyidentifyupsell, expansion, and partnership opportunities to drive growthand 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, witha track recordof leveraging data to inform decision-makingand communicate performance insights.
• Outstandingwritten and verbal communication skills, withthe ability to clearly present complex information catered to diverse audiences.
• Passionate about building strongrelationships with clients and stakeholders, earning trust with your consultative and proactive approach.
• You areresults-oriented anda natural problem-solver, comfortable navigating technical questionsto resolve issues,and collaborating across teams toachieve 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

To the extent permissible by local law, 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.

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/