Customer Success Manager

Commercial Customer Success Manager

Location: London, UK |
Office requirement: Hybrid, 3 days per week |
Employment type: Permanent

As part of our dynamic global Revenue team, you will report to the Senior Customer Success Director and drive account retention and renewal rates across your book of business.

• Own and manage the renewal process across your portfolio, ensuring high renewal rates.
• Identify and pursue account growth opportunities in collaboration with Hybrid Account Executives.
• Work with customers to realize value from GWI products and achieve their business goals.
• Measure and drive customer satisfaction, churn, retention rate, and Net Promoter Score.
• Deliver exceptional onboarding, product training, and ongoing support via email, live chat, and video calls.
• Create success plans with Hybrid Account Executives to counteract churn and support expansion.
• Generate training collateral such as guides and videos.
• Build cross‑departmental relationships with product, marketing, and other teams.
• Analyze usage reports to proactively identify risks and drive engagement.
• Help obtain case studies and testimonials with marketing.
• Handle user/account administration and keep Salesforce up to date.

• Experience as a Customer Success Manager or equivalent client‑facing role.
• Experience managing customer renewals.
• Highly organized with ability to juggle multiple tasks.
• Strong analytical skills and high attention to detail.
• Ability to present data stories confidently.
• Passion for working with people and helping others.
• Team player who builds strong relationships with colleagues.
• Self‑motivated, autonomous, and continuous improvement mindset.
• Natural ability to switch between roles and wear different hats.
• Bachelor’s degree or equivalent practical experience.

• Experience with market research/audience profiling data at an agency, media publisher, advertiser, or marketing research firm.
• Experience working for a B2B tech platform.
• Experience using Salesforce, live chat software, and product analytics tools.

• 25 days annual leave plus office closures during holidays.
• Health & wellbeing benefits including cash plan, mental health support, and enhanced family benefits.
• Competitive salary, 4% pension match, and recognition programs.
• Flexibility & balance with flexitime, early Friday finishes, hybrid and remote options, and a work‑from‑home budget.
• Career growth through accredited learning, leadership development, and global mobility.
• Community & impact via DE&I initiatives, volunteering opportunities, donation matching, and payroll giving.

Diversity is fundamental to who we are. We welcome applications from underrepresented and marginalized communities and are a Disability Confident employer. We provide reasonable adjustments during the hiring process as needed.

GWI is the friendliest, most fulfilling place to work.