Senior Customer Success Manager - Enterprise

Weekly office requirement: 3 days per week
Employment type: Permanent - Full-time
Salary Range
: $100,000 to $110,000k and commission plan

We’re looking for a Senior Customer Success Manager to join us here  just any Senior Customer Success Manager, though. Someone ambitious and genuine, who works best in the midst of a collaborative and forward‑thinking team. That’s because as a GWIer you’ll be immersed in the fast‑moving world of data tech. We think big to make an impact, we’re not afraid to ask why
, and we always show respect
. Those values are what got us where we are today, and they’re a big part of what we’re looking for in you.

The Enterprise Customer Success team at GWI is responsible for helping clients to achieve their desired outcomes through the adoption and practical application of our product and data sets. This is achieved through proactive relationship building, education, and consultative support.

Working within our Enterprise Customer Success team, you will be part of a global account team assuming ownership and management of the relationship with one of our largest agency clients, helping them to realise value and support growth.

• Establish and maintain strong relationships with key stakeholders and end users
• Consult clients on how to solve challenges & achieve desired outcomes with GWI
• Create success plans to document and track the achievement of desired outcomes
• Identify and support growth opportunities with your AM counterparts
• Pull, interpret, and deliver regular usage reports for each of your accounts.
• Collaborate with the global team to develop and execute strategies for lapsed user engagement, creation of onboarding collateral and project support
• Accurately forecast risk with the account manager and develop a plan to mitigate
• Working closely with other internal teams to help deliver custom projects and strategic workshops
• Be the voice of the customer and channel feedback to relevant departments.

First things first, as a disruptor in the global market research industry, we haven’t come this far without entrepreneurial spirit and a get‑up‑and‑go attitude. So if you think we’ll see that in you, then you’re already halfway there. Here’s the rest of what we’d like you to bring to the table.

You’ll need to demonstrate the core skills required for this role. Here’s what the team will be looking for:

• Experience in a Customer Success or Account Management role
• Strong interpersonal skills and experience in building strong internal and external relationships
• Strong Analytical skills with close attention to detail.
• Proactive, curious‑minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption
• Ability to bring data to life with stories and present with confidence.
• Passion for building trust and communicating effectively with customers
• Ability to work autonomously and look for improvements in ways or working and processes
• Natural ability to switch between different roles and wear different hats.
• Highly organized and able to juggle multiple tasks with competing deadlines
• Customer‑focused mindset, with a natural ability to relate to clients and understand their issues - while delivering a high level of customer service.

• Experience working in a Customer Success or Support team
• Experience working at a SaaS business or with market research/audience profiling data
• Experience using tools such as Intercom, Salesforce, Mixpanel, Sales Loft, Zendesk, etc.

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 – 23 days’ annual leave, paid sick days, and office closures over the holidays.
• Health & wellbeing – Top-tier health cover with dental & vision, plus mental health and wellness support.
• Financial benefits – Great pay, 401(k) matching via Voya, and rewards that recognise your impact.
• Flexibility & balance – Flexitime, early Friday finishes, and work‑from‑anywhere freedom.
• Family first – Enhanced parental leave and carer days for when life needs you most.
• Career growth –…