Client Success Coordinator

Role summary

WGSN is hiring a Client Success Coordinator to support clients across North America as part of the Client Services function. The position is based in the New York or Los Angeles office and is not a full-remote role.

The annual base pay for this position is USD 53,761 to 65,000.

About WGSN

WGSN is a fast-moving environment where teams work across consumer and design trend forecasting, content creation, design, data analysis, and advisory services. Its forecasts and insights help customers build better products and plan for the future across areas such as consumer insights, beauty, consumer tech, fashion, interiors, lifestyle, food and drink, and analytics.

What you will do

• Deliver a high standard of client support and use proven service practices to improve engagement and support retention.
• Work closely with the assigned account team to shape risk-reduction strategies and strengthen the value proposition for groups of users and accounts.
• Track and help meet quarterly KPIs that align with the company’s retention goals.
• Handle client concerns individually, follow up proactively to confirm needs are addressed, and respond to incoming questions through the helpdesk and live chat.
• Stay current on WGSN products and services so client needs can be anticipated effectively.
• Coordinate with product and technology teams on testing new products and enhancements, and share client feedback with internal stakeholders.
• Drive adoption and renewals through tailored outreach, client meetings, weekly usage reviews, and actions that help maintain or improve active-user levels month over month and year over year.
• Contribute ideas for engagement campaigns, develop creative client communications, and keep CRM records accurate and up to date.
• Work within tight timelines when required.
• Take on additional related duties as needed; the responsibilities listed are not exhaustive.

What we are looking for

• A service-oriented mindset with an understanding of how client services supports value creation and growth.
• Strong attention to detail and well-developed organizational ability.
• Excellent communication and teamwork skills, with the ability to work effectively across a diverse client base while following SLA expectations.
• Experience with CRM platforms such as Salesforce; familiarity with Google Analytics is preferred.
• Awareness of the design cycle and exposure to retail, lifestyle trends, or creative industries is a strong advantage.
• Strong interpersonal skills, flexibility, a positive attitude, a willingness to go beyond expectations, and a professional approach.
• Prior client service experience is highly desirable.

Benefits

• 15 days of vacation each year, increasing by one day for every year of service up to 20 days, plus 12 federal holidays.
• Six weeks of paid parental leave.
• 401(k) retirement savings plan with employer matching at 50% of the first 6% contributed.
• Dental and vision coverage through MetLife.
• Medical coverage through Anthem and Blue Cross Blue Shield.
• Company-paid life insurance, AD&D, short-term disability, and long-term disability for eligible employees through MetLife.
• Mental health support through an employee assistance program and, for those enrolled in an Anthem medical plan, inpatient, outpatient, and virtual care options.
• The EAP is available to all permanent staff, regardless of benefits enrollment.

Additional information

WGSN offers a flexible working environment with a range of flexible, hybrid, and agile arrangements. Full remote working is not available. Applicants who need reasonable adjustments during the interview process are encouraged to request support.

Hiring process and data use

The company uses AI tools to help screen applications and support parts of the hiring process, including reviewing applications, analyzing resumes, and identifying potential inconsistencies or verification signals. These tools assist the recruitment team and do not replace human decision-making. Final hiring decisions are made by people. Candidates who want more information about data processing can contact the company.

Recruiter note

Recruitment is handled internally by WGSN’s talent acquisition team. The company works with agencies only through its preferred supplier list and does not respond to unsolicited outreach or CVs from outside those partnerships.

Culture and values

WGSN describes its culture as inclusive, future-focused, and rigorous. The company emphasizes diversity, sustainability, recognition of strong performance, and a working environment where employees can bring their full selves to work.