Strategic CSM — SaaS Growth & Client Success

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

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.