Customer Success Manager

Location: London UK

Office requirement: Hybrid 3 days per week in the office

Employment type: Permanent

As our Commercial Customer Success Manager youll:

Be a part of our dynamic global Revenue team reporting to the Senior Customer Success Director. Youll be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement in-line with GWIs growth strategy across your book of business.

Working with your dedicated set of clients you will own promote and manage relationships with GWI users and decision-makers to ensure they are obtaining maximum value by realizing the full potential of GWIs product offering:

• Own and manage the renewal process ensuring high renewal rates across your account portfolio
• Identify opportunities for further account growth and collaborate with Hybrid Account Executives so that they can create a plan to win these opportunities
• Work with customers to ensure they are successful in driving value and achieving their business goals through their use of GWIs products
• Focus on driving high customer satisfaction that leads to customer retention and growth by measuring key performance indicators such as churn retention rate and Net Promoter Score (NPS)
• Delivering exceptional onboarding for new clients and product training sessions to drive usage engagement and expansion opportunities.
• Providing best-in-class support and guidance to users via email live chat and video calls
• Work with Hybrid Account Executives to create success plans to document and track the achievement of desired outcomes: i.e. counteract churn support revenue growth and expansion etc.
• Create powerful and relevant training collateral in the form of guides and videos
• Collaborate support and build cross-departmental relationships with all teams across revenue product and marketing and channel customer feedback to relevant departments
• Ensure superior usage and client engagement across your account portfolio being proactively involved with users (ie. Pull interpret and analyze regular usage reports for risks within each of your accounts)
• Work with marketing to help obtain case studies/testimonials from existing clients
• Oversee and handle user/account administration
• Keep Salesforce up-to-date by logging all activity and engagements

Youll need to be able to demonstrate the core skills this role requires. Heres what the team will be looking for in you:

• Experience as a Customer Success Manager or equivalent client-facing role
• Experience managing customer renewals
• Highly organized and able to juggle multiple tasks at once
• Strong analytical skills with a high attention to detail
• Ability to bring data to life with stories and present with confidence
• Genuine passion for working with people and helping others
• Team player able to build strong relationships with colleagues
• Ability to work autonomously and look for improvements in ways or working and processes
• Natural ability to switch between different roles and wear different hats
• Bachelors Degree or equivalent practical experience

Nice to Have

• Experience working with market research/audience profiling data at an agency media publisher advertiser or marketing research firm
• Experience working for a B2B tech platform
• Experience using Salesforce live chat software and product analytics tools

What We Offer

At GWI youll find meaningful work visible impact and a culture that empowers you to do your best. Our package includes:

• Time to recharge 25 days annual leave plus office closures over the holidays.
• Health & wellbeing Health cash plan enhanced family benefits carer days and mental health support.
• Financial benefits Competitive salary 4% pension matching and recognition programs that celebrate success.
• Flexibility & balance Flexitime early Friday finishes hybrid and remote options plus a work from home budget.
• Career growth Accredited learning leadership development and global career mobility.
• Community & impact DE&I initiatives volunteering opportunities donation matching and payroll giving.

Put all that together and GWI is the friendliest most fulfilling place any of us has ever worked.

Diversity Equity & Inclusion

Diversity is fundamental to who we areboth as a data company and as a workplace. Our data reflects global realities and so must our teams. We strive to ensure our workforce is as diverse and inclusive as the insights we provide to our clients.

As a Disability Confident employer we welcome applications from disabled candidates and are committed to providing all necessary adjustments during the hiring process. We also actively encourage applications from underrepresented and marginalized communities.

At GWI you will find a place where you can contribute meaningfully grow professionally and belong fully.

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#LI-LV1

Required Experience:

Manager

Employment Type : Full Time
Experience: years
Vacancy: 1