Commercial Customer Success Manager
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Job Summary
Office requirement: Hybrid 3 days per week in the office
Employment type: Permanent
Seniority level: mid-senior level
Language: All stages of the recruitment process will be conducted in English
At GWI were always looking for extraordinary people who thrive on making an extraordinary impact. Right now were looking for a Commercial Customer Success Manager to play a key role in our Customer Sucess Team in London. If thats you and making a difference gets you out of bed in the morning keep reading. It could be the start of something well extraordinary.
As our Commercial Customer Success Manager youll:
Be a part of our dynamic global revenue team reporting to the VP Customer Success - Midmarket. 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 such as counteracting churn supporting 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 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:
- Minimum of two years of experience in Customer Success or an 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 of working and processes
- Natural ability to switch between different roles and wear different hats
- Bachelors Degree or equivalent practical experience
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 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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About Company
GlobalWebIndex is the consumer data your marketing needs. Our insights and analytics help you understand what your consumers want and how to target them. GlobalWebIndex features digital insight data from countries all around the world, helping you generate ideas and measure impact.
