As our Senior Customer Success Manager you’ll:
Be 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.
You will assume ownership and management of a portfolio of our biggest global clients, helping them to realise value and support growth.
- Establish and maintain strong relationships with key stakeholders and end users within each of your accounts
- 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 CSEs to develop and execute strategies for lapsed user engagement, creation of onboarding collateral and project support
- Accurately forecast risk with 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.
What do I need to bring with me?
You’ll need to be able to demonstrate the core skills this role requires. Here’s what the team will be looking for in you:
- Strong experience in a Customer Success, or Account Management role
- Strong interpersonal skills and experience building strong internal and external relationships
- Strong Analytical skills with a high 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
- Build strategic relationships with the biggest agencies and brands in the world
- Partner with Account Managers, Product Managers, and Leaders to be at the forefront of developing best-in-class playbooks to drive adoption of our AI tools
- Be part of a mission-driven, customer-first culture that values innovation, collaboration, and commercial results
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 they’re a big part of what we’re looking for in you.
What We Offer
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 – 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.
Diversity, Equity & Inclusion
Diversity is fundamental to who we are—both as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to ensure our workforce is as diverse and inclusive as the insights we provide to our clients.
As a Disability Confident employer, we welcome applications from disabled candidates and are committed to providing all necessary adjustments during the hiring process. We also actively encourage applications from underrepresented and marginalized communities.
At GWI, you will find a place where you can contribute meaningfully, grow professionally, and belong fully.
#li-hybrid
GWI London, England Office
25 Farringdon Street, London, United Kingdom, EC4A 4AB
