FD
Senior Customer Success Manager
full-time•Toronto
About this role
<div class="content-intro"><h3><strong>About Flywheel </strong></h3>
<div>Flywheel's suite of digital commerce solutions accelerate growth across all major digital marketplaces for the world's leading brands. We give clients access to near real-time performance measurement and improve sales, share, and profit. With teams across the Americas, Europe and APAC, we offer a career with real impact, endless growth opportunities and the support you need to be the best you can be.</div></div><div class="section page-centered" data-qa="job-description">
<div><strong>Opportunity </strong></div>
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<p data-ccp-border-bottom="0px none #000000" data-ccp-padding-bottom="0px" data-ccp-border-between="0px none #000000" data-ccp-padding-between="0px"><span data-contrast="none">Perpetua, from Flywheel is looking for an accomplished </span><strong><span data-contrast="none">Senior Client Success Manager</span></strong><span data-contrast="none"> to spearhead strategic partnerships with our clients, drive measurable value, and champion world-class client experiences. If you thrive at the intersection of data, technology, and client success, and want to make a significant impact at a high-growth SaaS company.</span><span data-ccp-props="{"201341983":0,"335559738":240,"335559739":240,"335559740":288,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572083":0,"335572084":0,"335572085":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"nil","469789802":"nil","469789806":"nil","469789810":"nil","469789814":"nil"}"> </span></p>
<p data-ccp-border-between="0px none #000000" data-ccp-padding-between="0px"><span data-contrast="none">In this role, you will support our Perpetua product, which focuses on the seller, challenger brand, and specialist agency segment 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. </span><span data-ccp-props="{"201341983":0,"335559738":240,"335559739":240,"335559740":288,"335572071":0,"335572072":0,"335572073":0,"335572075":0,"335572076":0,"335572077":0,"335572079":0,"335572080":0,"335572081":0,"335572083":0,"335572084":0,"335572085":0,"335572087":0,"335572088":0,"335572089":0,"469789798":"nil","469789802":"nil","469789806":"nil","469789810":"nil","469789814":"nil"}"> </span></p>
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<div class="section page-centered">
<h3>What you'll do:</h3>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Drive optimal results across a book of high-value clients - conversion, retention, adoption, CSAT – and monitor client health to address risk promptly and maximize client lifetime value.</span><span data-ccp-props="{"201341983":0,"335559738":200,"335559739":200,"335559740":288}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Lead onboarding experiences for new clients, ensuring quick time-to-value and high-engagement transition onto the Perpetua platform from day one.</span><span data-ccp-props="{"201341983":0,"335559738":200,"335559739":200,"335559740":288}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Build and expand relationships with key client stakeholders, from end users to senior executives, serving as a trusted advisor and go-to partner for success on the Perpetua platform.</span><span data-ccp-props="{"201341983":0,"335559738":200,"335559739":200,"335559740":288}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Partner with clients to develop, track and update tailored success plans that empower them to meet and exceed their evolving business and advertising objectives.</span><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":720,"335559737":0,"335559738":200,"335559739":200,"335559740":288,"335559991":360}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Conduct regular tailored product training, strategy sessions and QBRs with key stakeholders, delivering data-driven performance reviews, actionable insights and industry thought leadership.</span><span data-ccp-props="{"134233117":false,"134233118":false,"201341983":0,"335551550":1,"335551620":1,"335559685":720,"335559737":0,"335559738":200,"335559739":200,"335559740":288,"335559991":360}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">Serve as the voice of the client, partnering with the Product and Engineering teams to shape product innovation and roadmap decisions based on client feedback.</span><span data-ccp-props="{"201341983":0,"335559738":200,"335559739":200,"335559740":288}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="none">Proactively identify upsell, expansion, and partnership opportunities with clients to support Flywheel’s growth and promote client advocacy.</span><span data-ccp-props="{"201341983":0,"335559738":200,"335559739":200,"335559740":288}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559683":0,"335559684":-2,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="none">Collaborate effectively with Sales, Marketing, and other client-facing teams to ensure a unified client experience </span><span data-contrast="none">and accelerate client success stories.</span><span data-ccp-props="{"201341983":0,"335559738":200,"335559739":200,"335559740":288}"> </span></li>
</ul>
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<div class="section page-centered">
<h3>Who you are:</h3>
<ul>
<li><span data-contrast="none">4+ years in Client Success, Account Management, or a related role within a high-growth B2B SaaS environment, with a proven ability to manage complex client relationships and drive results.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="none">Highly analytical, with a track record of leveraging data to inform decision-making, optimize campaigns, and communicate performance insights.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="none">Superior written and verbal communication skills, with experience engaging executive audiences, leading presentations, and building trusted partnerships.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="none">Passionate about building strong, consultative relationships with clients and stakeholders; skilled at understanding business needs and translating them into actionable strategies.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="none">Adept at quickly mastering new technologies and staying current with industry trends in retail media, e-commerce, or advertising technology.</span><span data-ccp-props="{"335559739":0}"> </span></li>
<li><span data-contrast="none">Creative, resourceful, and solutions-oriented, with a knack for turning challenges into opportunities for growth and value creation.</span></li>
<li><span data-ccp-props="{"335559739":0}">Experience in media management or ad operations at an agency would be highly valued. </span></li>
<li><span data-contrast="none">Collaborative and adaptable, with experience working cross-functionally to achieve shared goals.</span><span data-ccp-props="{"335559739":0}"> </span></li>
</ul>
<p><span data-ccp-props="{"335559739":0}">#LI-AG1</span></p>
</div><div class="content-conclusion"><div>
<h3 class="p-rich_text_section"><strong data-stringify-type="bold">Working at Flywheel</strong></h3>
<div class="p-rich_text_section">We are proud to offer all Flywheelers a competitive rewards package and unparalleled career growth opportunities and a supportive, fun and engaging culture.</div>
<ul>
<li>We have office hubs across the globe where team members can go to feel productive, inspired, and connected to others - team members go into Hub Offices 3x a week</li>
<li>Flexible vacation time</li>
<li>Great learning and development opportunities</li>
<li>Benefits that help you live your best life</li>
<li>Parental leave and benefits</li>
<li>Volunteering opportunities</li>
<li>If you’re looking to connect with teammates on a topic of inclusion and identity, chances are there’s an ERG for that.</li>
<li>So you know: The hired candidate will be required to complete a background check</li>
<li>Learn more about us here: <a class="c-link" href="https://www.linkedin.com/company/flywheel-digital/life/flywheelculture/" target="_blank" data-stringify-link="https://www.linkedin.com/company/flywheel-digital/life/flywheelculture/" data-sk="tooltip_parent">Life at Flywheel</a></li>
</ul>
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<h3><strong>The Interview Process:</strong></h3>
<div>Every role starts the same, an introductory call with someone from our Talent Acquisition team. We will be looking for company and values-fit as well as your professional experience; there may be some technical role-specific questions during this call.</div>
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<div>Every role is different after the initial call, but you can expect to meet several people from the team 1:1 and there might be further skill assessments in the form of a Take Home Assignment/Case Study Presentation or Pair Programming/Live Coding exercise depending on the role. In your initial call, we will walk you through exactly what to expect the process to be.</div>
<h3><strong>Inclusive Workforce</strong></h3>
<div>
<p>Flywheel Commerce Network’s goal is to create a culture where all individuals of all backgrounds feel comfortable in bringing their authentic selves to work. We want all people to feel included and empowered to contribute fully to our vision and goals. Flywheel Commerce Network is an Equal Opportunity Employer and participates in E-Verify. All applicants will receive fair consideration for employment. We do not discriminate based upon race, color, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.</p>
<p>If you have any accessibility requirements that would make you more comfortable during the application and interview process, please let us know at [email protected] so that we can support you.</p>
<div>For more information about what data we collect and how we use it, please refer to our <a href="https://www.flywheeldigital.com/privacy-policy" target="_blank">Privacy Policy</a>.</div>
<div> </div>
<div>We leverage AI technology to streamline our hiring workflow, though all candidate decisions are made by our Talent Acquisition Team. This position is for an existing vacancy.</div>
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<div><strong>IMPORTANT ALERT:</strong> Please beware of fraudulent job communications from individuals falsely claiming to be from Flywheel. We've identified fraudulent activity through social media and messaging services purporting to be from Flywheel requesting payments for job- and recruitment-related expenses. Flywheel never asks candidates for personal information such as bank account data or tax IDs nor payments via social media or chat-based applications. Report suspected fraud to local authorities immediately. To learn more, click <a class="postings-link" href="https://www.flywheeldigital.com/scam-alert">here</a>.</div>
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<div><em>Please note, we do not accept unsolicited resumes from 3rd party Recruitment Firms. </em></div>
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<div><sub>#LI-HYBRID</sub></div>
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What you'll do
- Drive optimal results across high-value clients and lead onboarding experiences for new clients. Build relationships with key stakeholders and partner with clients to develop tailored success plans.
About Flywheel Digital
Flywheel’s unified best-in-class services combine tailored expertise with cutting-edge software solutions to achieve a singular goal: To pioneer the future of commerce and inspire a new standard of partnership.
As the leader of every major marketplace platform, we pride ourselves on our size and influence, but what really sets us apart is our unwavering commitment to providing a customized level of service. Client success is what drives us.
Ready to join Flywheel Digital?
Take the next step in your career journey
Frequently Asked Questions
What does a Senior Customer Success Manager do at Flywheel Digital?
As a Senior Customer Success Manager at Flywheel Digital, you will: drive optimal results across high-value clients and lead onboarding experiences for new clients. Build relationships with key stakeholders and partner with clients to develop tailored success plans..
Is the Senior Customer Success Manager position at Flywheel Digital remote?
The Senior Customer Success Manager position at Flywheel Digital is based in Toronto, Canada. Contact the company through Clera for specific work arrangement details.
How do I apply for the Senior Customer Success Manager position at Flywheel Digital?
You can apply for the Senior Customer Success Manager position at Flywheel Digitaldirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.