Senior Customer Success Manager

Weekly office requirement: Hybrid Mon/Tues/Thurs weekly
Employment type: Permanent
Seniority level: Mid-senior
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 Senior Customer Success Manager to play a key role in our Enterprise Customer Success 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 Senior Customer Success Manager youll:

Take ownership of a portfolio of our largest Enterprise clients across the Media & Tech sectors. Youll turn usage data into strategic insight prove ROI and drive renewal and growth largely under your own direction. If youve managed a complex enterprise book before and know how to spot patterns instead of firefighting account-by-account this is built for you.

A few things youll be responsible for:

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.
Building and managing relationships with key stakeholders and end users across your portfolio
Analyzing usage trends to segment your book of business into risk / maintain / growth and prioritize accordingly
Creating and executing account and success plans that track progress toward client outcomes and prove ROI
Spotting patterns across your portfolio and turning them into repeatable scalable processes not one-off fixes
Scoping and flagging commercial and expansion opportunities to your Account Manager counterparts
Balancing scaled engagement (content digital automation) with personalized consultative support
Forecasting account risk and developing mitigation plans
Driving adoption of new use cases (e.g. ad sales thought leadership) alongside existing ones
Be the voice of the customer and channel feedback to relevant internal departments.

Its also fun; shaking things up is what working for GWI is all about. Youll need to be flexible comfortable with continuous change and working in a high-tempo environment.

Youll need to be able to demonstrate the core skills this role requires. You dont have to tick all the boxes right away; the important thing is that youre willing to learn. Heres what the team will be looking for in you:

Solid experience in a client-facing Customer Success or Account Management role including experience owning a portfolio of Enterprise accounts
A track record of identifying patterns across a book of business and converting them into repeatable processes rather than solving issues one account at a time
Strong analytical skills and the ability to translate client goals into a clear actionable account plan
Able to manage multiple accounts and competing priorities independently
A background in SaaS data/insights or another fast-paced Customer Success environment

Nice to Have

Experience working in a Customer Success or Support team
Familiarity with AI tools or experience embedding AI into client workflows
Experience using tools such as Intercom Salesforce Mixpanel SalesLoft Zendesk etc.

Equally important is attitude. We want people who think big (to make an impact) ask why (to find a better way) and show respect (to everyone at every level all the time). Those are our values and theyre a big part of what were looking for in you.

• Work with genuinely global Enterprise brands and help shape the insights behind their marketing strategy
• Be at the forefront of solving AI adoption for Enterprise clients both externally and within GWI itself.
• Real autonomy paired with real support - youll own your book of business and work strategically backed by a team that invests in your growth
• Join a growing Enterprise Customer Success function where your impact on retention and expansion is visible and valued

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 areas 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 processwhether thats extra time materials in advance or a different format breaks an adjusted interview format assistive tools or flexible scheduling. Were happy to discuss whatever would work best for you.

We actively encourage applications from underrepresented and marginalised communities.

At GWI youll find a place to contribute meaningfully grow professionally and belong fully.

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