VP Customer Success

GWI; Greater London; On-site; GBP 120,000 - 190,000; 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

Learning & development

Job summary

GWI is seeking a Vice President of Customer Success to lead retention and expansion for Enterprise, Majors and Mid-Market customers globally. You will own performance, coaching and development of senior CS leaders, while driving segmentation, forecasting, and renewal growth across strategic accounts.

You’ll work directly with the CRO, aligning coverage models and customer success initiatives with product and marketing to scale revenue and impact.

Qualifications

• Significant experience of progressive Customer Success or Account Management leadership with ownership of renewals and expansion for segmented books of business.
• Experience designing and executing segmentation and coverage strategy for multiple customer segments.
• Ability to forecast and report gross/net revenue retention and expansion signals.
• Strong cross-functional collaboration with Product, Marketing and RevOps.

Responsibilities

• Lead GRR & NRR targets across Enterprise, Majors and Mid-Market.
• Oversee Senior Directors and CS managers across segments.
• Drive lifecycle optimization and customer onboarding initiatives to protect renewals and growth.
• Escalate for highest-value enterprise clients and advise on data-driven strategies.
• Shape roadmap through customer feedback and cross-functional partnerships.

Job description

Weekly office requirement: Mo/Tue/Thursday
Employment type: Permanent
At GWI we’re always looking for extraordinary people who thrive on making an extraordinary impact. Right now we’re looking for a VP, Customer Success to lead the strategy and execution of retention and expansion across our Enterprise, Majors and Mid-Market customers globally. You'll understand their distinct risk profiles, buying behaviors, and points of leverage—with a dedicated Customer Success Leader for each segment (Enterprise, Majors, and Mid-Market) reporting directly to you. Reporting directly to our CRO, you'll build the coverage model, forecasting rigor, and leadership bench that make renewals and expansion a predictable driver of growth. This is a hands‑on leadership role, not a transformation project. You'll inherit strong teams and real client relationships, and you'll own the performance, coaching and development of your Senior Directors and their teams – from our largest, highest‑touch enterprise accounts through to segmented majors and mid‑market books of business.

Sounds great, what will I be doing?

What you'll be responsible for:

• GRR & NRR targets across Enterprise, Majors and Mid-Market, agreed directly with the CRO.
• The Senior Directors of Customer Success leading each segment – you own their performance, development and progression, plus the wider CSM population beneath them.
• Lifecycle optimisation and community engagement. Execute high‑impact initiatives—from onboarding through to user communities that directly protect renewals and accelerate NRR growth.
• Escalation for your highest‑value enterprise clients. You're the senior point of contact and trusted advisor on our data and methodology.
• Drive high‑impact programs and initiatives—including customer onboarding and user community engagement that directly optimize the customer lifecycle, maximize renewal rates, and expand Net Retention Rate (NRR).

It’s also fun; shaking things up is what working for GWI is all about. You’ll need to be flexible, comfortable with continuous change, and working in a high‑tempo environment.

What do I need to bring with me?

We're looking for significant experience of progressive Customer Success or Account Management leadership, with proven ownership of renewals and expansion for a segmented book of business. You won't tick every box, but you'll have the judgement to run your segments with autonomy from day one. Here's what we need:

Segmentation and coverage strategy

• Design for the segment, not a single playbook. Build distinct coverage models for Enterprise/Majors (high‑touch, high‑value, low‑volume) and Mid‑Market (higher‑volume, target‑list‑driven). Match team structure, cadence and tooling to each.
• Own the numbers. Forecast and report gross and net revenue retention, expansion revenue and health scores – feeding straight into the CRO's view of the business.

Team leadership and talent

• Develop the Customer Success Managers .. Invest in their growth deliberately – clear delegation, stretch ownership, and coaching that build them toward their next role.
• Build a bench. Hire, coach and retain CSMs and managers who can run their book with autonomy. Fast ramp time, strong retention . Build progression routes across the CS organisation – CSM to manager, segment to segment – so strong performers see a future at GWI, and you're not rebuilding capability from scratch every time the business grows.
• Build on the skills that drive retention. Develop your team's ability to hold a consultative, insight‑led conversation with teams that span revenue, marketing research,creative and PR/Comms stakeholders Cross‑functional influence
• Represent the voice of the customer at the leadership table. Partner with Product, Marketing and RevOps so renewal risk, expansion signal and client feedback actively shape roadmap, packaging and go‑to‑market Build the infrastructure to scale without linear headcount growth. Evaluate and drive adoption of the CS tech stack to help drive efficient,scalable growth.
• Operate credibly with senior audiences on both sides of the table. Be the escalation point for your largest clients' senior stakeholders, and a clear, data‑backed voice into the CRO and Executive Team on segment performance and risk.

Attitude matters just as much. We want people who think big, ask why, and show respect – to everyone, at every level, all the time. That's who we are, and it's a big part of what we're looking for in you.

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.

Voluntary Equality Survey: Global

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.

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