Senior Customer Success Manager

GWI; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days annual leave

Health cash plan

4% pension matching

Hybrid and remote options

Work from home budget

Career mobility

Job summary

GWI in London is seeking a Senior Customer Success Manager (Enterprise) to lead strategic relationships with our largest clients and ensure value from our data products.

You will own account plans, collaborate with global teams, forecast risk, and guide clients toward growth with proactive coaching, reporting, and tailored workshops.

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.
• 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 of working and processes.

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 onboarding collateral and project support.
• Accurately forecast risk with account manager and develop a plan to mitigate.
• Work with internal teams to 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 Skills

Communication

Tools

Intercom

Salesforce

Mixpanel

SalesLoft

Zendesk

Job description

Senior Customer Success Manager (Enterprise)

Location: London | Department: Revenue| Employment type: Full Time

We’re looking for a Senior Customer Success Manager to join us here at GWI. Not just any Senior Customer Success Manager though. Someone ambitious and genuine, who works best in the midst of a collaborative and forward-thinking team. That’s because as a GWIer you’ll be immersed in the fast-moving world of data tech. We think big to make an impact,, we’re not afraid to ask why and we always show respect. Those values are what got us where we are today, and they’re a big part of what we’re looking for in you.

About the job

The Enterprise Customer Success team at GWI is responsible for helping clients to achieve their desired outcomes through the adoption and practical application of our product and data sets. This is achieved through proactive relationship building, education, and consultative support.

What you’ll be doing

Working within our Enterprise Customer Success team, you will be part of a global account team assuming ownership and management of the relationship of some of our largest clients, helping them to realise value and support growth.

• 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.

About you

First things first, as a disruptor in the global market research industry, we haven’t come this far without entrepreneurial spirit and a get-up-and-go attitude. So if you think we’ll see that in you, then you’re already halfway there. Here’s the rest of what we’d like you to bring to the table.

• 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.

Nice to Have

• Experience working in a Customer Success or Support team
• Experience working at a SaaS business or with market research/audience profiling data
• Experience using tools such as Intercom, Salesforce, Mixpanel, SalesLoft, Zendesk, etc.

What We Offer

At GWI, you’ll 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 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.