Junior Client Success Specialist

The Client Success team is the linchpin between our commercial and content teams. With a commercial mindset, we partner with the Account Management team to bring our information to life, sharing our expertise on our content.

We are looking for an ambitious, consumer-trend-obsessed Junior Client Success Specialist to join our ultra-high-achieving Client Success team in Melbourne.
In this role, you will partner directly with our Account Management team to help our clients understand, adopt, and maximize the value of WGSN’s market-leading forecasting platform. You will act as a day-to-day product guide—delivering engaging training sessions, monitoring platform usage, and supporting onboarding strategies to drive active product adoption and retention.
If you have a passion for consumer lifestyles (Fashion, Tech, Beauty, Interiors, Food & Drink) and are eager to launch a high-impact commercial career in SaaS, this is your launchpad.

• Client Onboarding & Training: Deliver engaging product walkthroughs and workshop-style training sessions to help users seamlessly integrate WGSN into their daily workflows.
• Trend Presentations & Workflow Integration: Deliver compelling, insight-led trend presentations directly from our platform, helping clients "connect the dots" between WGSN’s data and their strategic goals so our forecasts are deeply embedded into their daily workflows, products, and services to drive commercial success.
• Account Support & Relationship Building: Build strong, trust-based relationships with day-to-day platform users. Provide timely responses to client inquiries and act as an internal advocate for their needs.
• Responsive Client & Team Support: Provide swift, reliable follow-through on all client inquiries, while efficiently handling internal ad-hoc requests to keep accounts running smoothly.
• Commercial Collaboration: Partner with Account Managers on account plans, helping identify upsell signals, user expansion opportunities, and renewal risks.
• Usage Data & Health Monitoring: Proactively analyse account usage and behavioral metrics to ensure clients realise continuous value, identifying early indicators of churn to execute targeted re-engagement strategies, creating 30/60/90-day re-engagement action plans.
• CRM Hygiene & Knowledge Management: Maintain high standards of operational execution by consistently logging client interactions, meeting notes, and account updates in the CRM to ensure cross-team alignment.
• Feedback & Value Creation: Gather client feedback and success stories to demonstrate clear return on investment (ROI) and platform value.
• KPI Delivery: Consistently hit team targets for user engagement, platform adoption, and account retention.
• This list is not exhaustive, and there may be other activities you are required to deliver.

• Experience: 1–2 years of experience in Customer Success, Account Management, or B2B Client Service (SaaS or subscription media experience is a plus).
• Communication Skills: Exceptional presentation skills with an ability to engage diverse B2B audiences during training sessions and workshops.
• Data & Analytical Mindset: Comfortable reviewing usage metrics to extract actionable insights and spot user engagement trends.
• Industry Curiosity: A genuine enthusiasm for consumer trends, design, fashion, or lifestyle sectors.
• Commercial Awareness: An understanding of SaaS business models, customer retention goals, and basic commercial drivers.
• Languages: High-level written and spoken English. Mandarin language skills are advantageous but not required. 

• Competitive Package: $54,000 Base + Superannuation + Performance-based Commissions.
• Work-Life Balance: 25 days of annual leave (with options to buy/sell leave), flexible hybrid working arrangements  plus 2 weeks work from anywhere policy
• Wellness Benefits: Access to flexible health & wellness benefits
• Career Growth: Unrivaled learning and development opportunities within a supportive, high-performing APAC team.
• Culture: A diverse, inclusive, and forward-thinking working environment.

Thank you so much for your interest in working with us at WGSN! Our internal Talent Acquisition team takes care of all our recruitment efforts. When we need some extra help, we partner with agencies on our Preferred Supplier List (PSL) that truly understand our business, culture and ways of working together. Since we focus on these established partnerships, we’re unable to respond to unsolicited contacts or CVs from outside our PSL. But don’t worry! If we decide to explore new partnerships, we’ll be sure to reach out.