Enterprise Customer Success Lead | Remote & Hybrid

Globalwebindex; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

4% pension matching

Hybrid and remote options

Career development

Job summary

GWI is seeking a Senior Customer Success Manager to join our Enterprise team in London. You’ll own strategic relationships with some of our largest clients, driving value, adoption and growth through proactive consulting and data-driven insights.

If you're a proactive, collaborative communicator with a track record in SaaS customer success or account management, this role offers global exposure, cross-functional collaboration, and opportunities to shape how clients realise outcomes with our

Qualifications

• Experience in a Customer Success, or Account Management role.
• Strong interpersonal skills and experience building strong internal and external relationships.
• Strong Analytical skills with a high attention to detail.
• Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption.
• Ability to bring data to life with stories and present with confidence.
• Passion for building trust and communicating effectively with customers.
• 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.
• Highly organized and able to juggle multiple tasks with competing deadlines.
• Customer focused mindset, with a natural ability to relate to clients and understand their issues - while delivering a high level of customer service.

Responsibilities

• Establish and maintain strong relationships with key stakeholders and end users.
• Consult clients on how to solve challenges & achieve desired outcomes with GWI.
• Create success plans to document and track the achievement of desired outcomes.
• Identify and support growth opportunities with your AM counterparts.
• Pull, interpret, and deliver regular usage reports for each of your accounts.
• Collaborate with the global team to develop and execute strategies for lapsed user engagement, creation of onboarding collateral and project support.
• Accurately forecast risk with account manager and develop a plan to mitigate.
• Working closely with other internal teams to help deliver custom projects and strategic workshops.
• Be the voice of the customer and channel feedback to relevant departments.

Skills

Customer Success

Account Management

Relationship Building

Analytical Thinking

Proactive & Organized

Communication Skills

Tools

Intercom

Salesforce

Mixpanel

SalesLoft

Zendesk

Job description

GWI is seeking a Senior Customer Success Manager to join our Enterprise team in London. You’ll own strategic relationships with some of our largest clients, driving value, adoption and growth through proactive consulting and data-driven insights.

If you're a proactive, collaborative communicator with a track record in SaaS customer success or account management, this role offers global exposure, cross-functional collaboration, and opportunities to shape how clients realise outcomes with our