Commercial Customer Success Manager

Location

London, UK

Office requirement

Hybrid, 3 days per week in the office

Employment type

Permanent

As our Commercial Customer Success Manager

You’ll: Be a part of our dynamic global revenue team reporting to the VP Customer Success - Midmarket. 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. Working with your dedicated set of clients, you will own, promote, and manage relationships with GWI users and decision-makers to ensure they are obtaining maximum value by realizing the full potential of GWI’s product offering.

Responsibilities

• Own and manage the renewal process, ensuring high renewal rates across your account portfolio
• Identify opportunities for further account growth and collaborate with Hybrid Account Executives so that they can create a plan to win these opportunities
• Work with customers to ensure they are successful in driving value and achieving their business goals through their use of GWI’s products
• Focus on driving high customer satisfaction that leads to customer retention and growth by measuring key performance indicators such as churn, retention rate, and Net Promoter Score (NPS)
• Delivering exceptional onboarding for new clients and product training sessions to drive usage, engagement, and expansion opportunities.
• Providing best-in-class support and guidance to users via email, live chat, and video calls
• Work with Hybrid Account Executives to create success plans to document and track the achievement of desired outcomes, such as counteracting churn, supporting revenue growth and expansion, etc.
• Create powerful and relevant training collateral in the form of guides and videos
• Collaborate, support, and build cross-departmental relationships with all teams across revenue, product, marketing, and channel customer feedback to relevant departments
• Ensure superior usage and client engagement across your account portfolio, being proactively involved with users (ie. Pull, interpret, and analyze regular usage reports for risks within each of your accounts)
• Work with marketing to help obtain case studies/testimonials from existing clients
• Oversee and handle user/account administration
• Keep Salesforce up-to-date by logging all activity and engagements

What do I need to bring with me?

• Solid experience in Customer Success or an equivalent client-facing role
• Experience managing customer renewals
• Highly organized and able to juggle multiple tasks at once
• Strong analytical skills with close attention to detail
• Ability to bring data to life with stories and present with confidence
• Team player, able to build strong relationships with colleagues
• Ability to work autonomously and look for improvements in ways of working and processes
• Bachelor’s Degree or equivalent practical experience

Nice to Have

• Experience working 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

What We Offer

• 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—as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to build a workforce as diverse and inclusive as the insights we deliver.

As a Disability Confident employer, we welcome applications from disabled candidates and are committed to making adjustments throughout the hiring process—whether that’s extra time, materials in advance or a different format, breaks, an adjusted interview format, assistive tools, or flexible scheduling. We're happy to discuss whatever would work best for you.

We actively encourage applications from underrepresented and marginalised communities.

At GWI, you'll find a place to contribute meaningfully, grow professionally, and belong fully.

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