The role
We are looking to hire a Junior Client Success Specialist to join our Sales team in Melbourne.
Working at WGSN
Together, we create tomorrow.
A career with WGSN is fast-paced, exciting and full of opportunities to grow and develop. We're a team of consumer and design trend forecasters, content creators, designers, data analysts, advisory consultants and much more, united by a common goal: to create tomorrow.
WGSN's trusted consumer and design forecasts power outstanding product design, enabling our customers to create a better future. Our services cover consumer insights, beauty, consumer tech, fashion, interiors, lifestyle, food and drink forecasting, data analytics and expert advisory. If you are an expert in your field, we want to hear from you.
Role overview
The Client Success Specialist works with the Account Management team to ensure that our clients understand and use our portfolio of products. The Client Success Specialist's role is to ensure that customers get tangible value from our service. Taking a commercial approach in each engagement with our clients, the Client Service Specialist should be able to identify upsell opportunities while focusing on volume retention at all times.
The team
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.
As a group of people, we are based across APAC, from Hong Kong, Singapore, Indonesia, and Australia .
We are incredibly passionate about our brand and how impactful it can be to help our clients, meaning we always go the extra mile. As a result, we are an ultra-high-achieving team, continually pushing the boundaries of what is expected in our role. This has led us to achieve outstanding results over the last few years—and a few company accolades along the way.
Role overview
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.
Key accountabilities
- 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.
Skills, experience & qualifications required
- 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.
What we offer
Our benefits and well-being package offers flexible benefits you can tailor to your own personal needs, including:
- 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.
More About WGSN
WGSN is the global authority on consumer trend forecasting.
We help brands around the world create the right products at the right time for tomorrow’s consumer.
Our values
We Are Everywhere
The future is everything, it happens everywhere. WGSN is the world-leading forecaster because we track and analyse consumer behaviours, product innovation, design and creativity, everywhere.
We Are Future Focused
We utilise our global resources and intelligence to research, source and analyse quantitative and qualitative data to produce our forecasts. Everything we do is focused on working with our customers to create a successful and positive tomorrow.
We Are Rigorous
We source, review and assess quantitative and qualitative data to produce robust, actionable forecasts. To provide credible insights and design solutions for our clients, it is essential that rigour runs through everything we do.
Our culture
An inclusive culture is one of our key priorities. We want our people to truly be themselves and thrive. We love having a diverse team of people who bring new ideas, different strengths and perspectives & reflect the global audience we work with.
Inclusive workforce
We are committed to supporting the environment and sustainability, including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030.
Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people.
We offer a flexible working environment with a wide range of flexible, hybrid and agile working arrangements. Conversations about flexible working have always been—and will continue to be—actively encouraged here, but we do not offer full remote working.
We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.
A Note for Applicants
We use AI to help our team screen applications and identify candidates whose skills and experience match the role. This technology removes personal information to promote a fair and unbiased process. We believe this tool helps us find the best talent while maintaining transparency and fairness.
A Note for Recruiters
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
