Customer Success Specialist
Flywheel is a digital commerce solutions company that accelerates growth for leading brands. They are seeking a Client Success Specialist to build expertise in customer success, SaaS, and advertising, focusing on optimizing digital commerce strategies for clients.
Responsibilities
- Own customer onboarding journeys and provide strategic recommendations via virtual meetings and in-app guidance to drive product adoption
- Respond to customer queries via email and Intercom with tailored guidance and expertise
- Design and maintain internal knowledge databases, training materials, and Help Centre articles
- Manage advertising campaigns including keyword/targeting selection, budgeting, audience curation, and reporting
- Analyze seasonal trends (ie. Tentpole events) and customer metrics (ie. Market share, rank, etc.) to inform client strategies
- Extract insights from reporting dashboards and spreadsheets to drive data-backed recommendations
- Identify and implement process improvements to increase operational efficiency
Skills
- Experience in digital sales or media (brand, retailer, SaaS or agency side preferred)
- Mastery of Excel including pivot tables and advanced formulas
- Comfortable analyzing dashboards and extracting insights from data
- Detail-oriented with strong project management and organizational skills
- Solution-oriented mindset that thrives in ambiguity
- Excellent communication and interpersonal skills with strong presentation abilities
- Collaborative team player with genuine ownership and accountability
- Innovative, scrappy, and independent thinker
- Bias for action with willingness to roll up sleeves and go the extra mile
- Ability to work effectively within tight deadlines while maintaining quality
Benefits
- Competitive paid time off, including annual leave plus paid public holidays
- Great learning and development opportunities
- Benefits that help you live your best life
- Parental leave and benefits
- Volunteering opportunities
Company Overview