VP Customer Success

Weekly office requirement: Mo/Tue/Thursday
Employment type: Permanent

At GWI were always looking for extraordinary people who thrive on making an extraordinary impact. Right now were 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. Youll understand their distinct risk profiles buying behaviors and points of leveragewith a dedicated Customer Success Leader for each segment (Enterprise Majors and Mid-Market) reporting directly to you. Reporting directly to our CRO youll 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. Youll inherit strong teams and real client relationships and youll 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.

What youll 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 initiativesfrom onboarding through to user communitiesthat directly protect renewals and accelerate NRR growth.
• Escalation for your highest-value enterprise clients. Youre the senior point of contact and trusted advisor on our data and methodology.
• Drive high-impact programs and initiativesincluding customer onboarding and user community engagementthat directly optimize the customer lifecycle maximize renewal rates and expand Net Retention Rate (NRR).

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.

Were 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 wont tick every box but youll have the judgement to run your segments with autonomy from day one. Heres 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 CROs 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 youre not rebuilding capability from scratch every time the business grows.
• Build on the skills that drive retention. Develop your teams ability to hold a consultative insight-led conversation with teams that span revenue marketing researchcreative 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 efficientscalable growth.

Executive presence

• 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. Thats who we are and its a big part of what were looking for in you.