Senior Customer Success Executive

GWI; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

GWI in London is seeking a Senior Customer Success Executive to join the global revenue team. You will own the strategy for driving engagement and usage across the Essentials portfolio, managing 250 accounts globally and helping to deliver high renewal rates.

The role requires a proven CS background, strong organizational and analytical skills, and the ability to work cross-functionally with product, marketing, and sales. Hybrid work with 3 days in the office is offered.

Qualifications

• Existing experience in Customer Success or an equivalent client-facing role.
• Highly organized and able to juggle multiple tasks at once.
• Strong analytical skills with close 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.

Responsibilities

• Own all CS communications for the Essential portfolio to drive usage and engagement at scale.
• Identify at risk accounts and devise strategies to mitigate risk.
• Support renewal processes and drive high retention numbers.
• Focus on customer satisfaction to drive retention and growth by tracking churn, retention, and NPS.
• Provide best-in-class support via email, live chat, and video calls.
• Collaborate with revenue, product, marketing, and channel feedback across departments.

Skills

Customer Success

Data analysis

Account management

Data storytelling

Cross-functional collaboration

Education

Bachelor’s Degree or equivalent practical experience

Tools

Salesforce

Live chat software

Product analytics tools

Job description

Location: London, UK

Office requirement: Hybrid, 3 days per week in the office

Employment type: Permanent

As our Senior Customer Success Executive, you’ll:

Be a part of our dynamic global revenue team reporting to the VP Customer Success - Midmarket. You’ll be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement at scale, in line with GWI’s growth strategy across the Essentials Portfolio.

Sounds great, what will I be doing?

Working with our Essentials portfolio, you will be part of a team of 2. You will own and manage strategy for driving engagement and usage at scale across our Essentials portfolio - 250 accounts globally.

A few things you'll be responsible for:

• As a team you will own all CS communications to the Essential portfolio to help inspire clients, drive usage and engagement at scale within the portfolio
• Identify at risk accounts within the portfolio and devise strategies to mitigate that risk
• Be familiar with the renewal process, and help drive high retention numbers
• 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)
• Providing best-in-class support and guidance to users via email, live chat, and video calls
• Collaborate, support, and build cross-departmental relationships with all teams across revenue, product, marketing, and channel customer feedback to relevant departments
• Ensure superior usage and client engagement across the Essentials portfolio
• Oversee and handle user/account administration
• Keep Salesforce up-to-date by logging all activity and engagements

What do I need to bring with me?

You’ll need to be able to demonstrate the core skills this role requires. Here’s what the team will be looking for in you:

• Existing experience in Customer Success or an equivalent client-facing role
• Highly organized and able to juggle multiple tasks at once
• Strong analytical skills with close 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 of working and processes
• Natural ability to switch between different roles and wear different hats
• Bachelor’s 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

Diversity is fundamental to who we are—as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to build a workforce as diverse and inclusive as the insights we deliver.

As a Disability Confident employer, we welcome applications from disabled candidates and are committed to making adjustments throughout the hiring process—whether that's extra time, materials in advance or a different format, breaks, an adjusted interview format, assistive tools, or flexible scheduling. We're happy to discuss whatever would work best for you.

We actively encourage applications from underrepresented and marginalised communities.

At GWI, you'll find a place to contribute meaningfully, grow professionally, and belong fully.

We aim to make our offices - and our teams - as diverse as our data. In order to do this, we're requesting some info from you to make sure our hiring process is fair and gives everyone an equal chance, no matter who they are.

Nobody involved in the hiring process can see your responses.Your answers will be kept separate from your application and only used to see how fair our process is.

Thank you!