Customer Success Manager

At GWI we’re always looking for extraordinary people who thrive on making an extraordinary impact. Right now we’re looking for a Customer Success Manager to play a key role in our customer success team in London. If that’s you, and making a difference gets you out of bed in the morning, keep reading. It could be the start of something, well, extraordinary.

Sounds great, what will I be doing? 🤔

As our Customer Success Manager you’ll Be a part of our dynamic global Revenue team reporting to VP Customer Success Mid Market. You’ll be  responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement, in-line with GWI’s growth strategy across your book of business.

As a key point of contact for your dedicated set of clients, you will own, promote, and manage relationships with GWI users and decision-makers to ensure they maximize the value of GWI’s product offerings. Your primary focus will be to help customers succeed in driving value and achieving their business goals through effective use of GWI’s products. By measuring key performance indicators such as churn, retention rate, and Net Promoter Score (NPS), you will work to enhance customer satisfaction, leading to retention and growth.

You will be responsible for delivering exceptional onboarding experiences for new clients, conducting product training sessions to boost usage and engagement, and identifying expansion opportunities. Additionally, you will provide best-in-class support and guidance via email, live chat, and video calls while creating impactful training collateral in the form of guides and videos. Collaborating closely with all teams across revenue, you will act as the voice of the customer, channeling feedback to relevant departments to drive continuous improvement.

It’s also fun; shaking things up is what working for a growing company is all about. So you’ll need to be flexible, comfortable with continuous change, and working in a high-tempo environment as we grow.

What do I need to bring with me? 🧳

You’ll need to be able to demonstrate the core skills this role requires. You don't have to tick all the boxes right away; the important thing is that you’re willing to learn. Here’s what the team will be looking for:

👉 Experience as a Customer Success Manager or equivalent client-facing role

👉 Proven experience managing customer renewals

👉 Ability to bring data to life with stories and present with confidence

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, exemplified by our leadership team, and they’re a big part of what we’re looking for in you.

Interview steps 👟

👉 Preliminary phone call with the Talent Team (no video required)

👉 First video interview with the hiring managers 

👉 Second (and final*) video interview with the hiring panel, often including a presentation, followed by a values conversation with members of the wider GWI community.

*Don’t be alarmed if there are other stages in the process, it’s all part of the plan for some of our roles.

What exactly is GWI? 👀

GWI is modernized consumer research; global, on-demand, and accessible to everyone, not just data experts. Our platform is designed for companies looking for fresh and insightful data about their consumers’ values, purchase journeys, media usage, and social media habits. 

With data representing the views of nearly 3 billion people across 52+ countries, GWI has become the go-to for agencies, brands, and media companies that want to know what really drives their audience to action.

Since launching in 2009 we’ve grown at a healthy pace, and to maintain this growth we need more extraordinary people. Hence this ad. Hence you.

What’s in it for me? 🎁

You’ll do the sort of work that got you excited about your career in the first place - not as a cog in a machine, but as an individual whose contribution matters. So gigantic job satisfaction comes as standard, but it’s only part of the package. You’ll also get:

🌴 Tons of days off: 25 days annual leave | Xmas office closures 

💸 More than a great salary: Employee share scheme | Health cash plan | 4% pension plan matching 

🧘 Great work-life balance: Flexitime | early Friday finishes | Work-from-anywhere options

🏡 Family-focused flexibility: Carer days | Enhanced parental leave | Health cash plan for your family

💪 A commitment to YOU: Accredited learning programs | A commitment to mental and physical health | Reward and recognition programs | Career development opportunities

🌎 A commitment to the community: DE&I committee | Volunteer options | 100% donation matching | Payroll giving options

Put all that together and GWI is the friendliest, most fulfilling place any of us has ever worked.

Diversity, Equity & Inclusion

We take DE&I seriously. Not only is it obviously the right thing to do, it’s also the bedrock of our value of show respect and at the heart of our company culture. 

We’re a global data business, so it’s essential our data reflects the global reality. Putting diversity into practice like this literally makes our business stronger. That’s why we strive to make our offices - and our teams - as diverse as our data. Want to know more? Take a look at our Life page on LinkedIn to learn more about our DE&I initiatives.

The point is, GWI is a place where you can genuinely feel at home, express yourself, and make your mark - whoever you are.

As a Disability Confident employer, we encourage applications from disabled candidates and are dedicated to providing all relevant assistance during the application and interview process.

We also encourage individuals from all backgrounds, including those from underrepresented and marginalized communities, to join our team.

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