Overview
In this role you drive renewal and engagement outcomes for the Essentials portfolio by shaping a scalable customer success strategy. You will lead cross-functional collaboration to improve usage, retention, and satisfaction for 250 accounts globally, aligning with GWI’s growth ambitions. You’ll manage CS communications and identify at-risk accounts, using data to tell stories that inform improvements. The position blends strategic ownership with hands-on interaction acrossEmail, chat, and video calls, under hybrid London-based working conditions.
Responsibilities
- Own and optimize engagement and usage strategy for the Essentials portfolio across 250 accounts globally
- Lead all CS communications to inspire clients and drive scale in adoption
- Identify at-risk accounts and design mitigation strategies
- Support the renewal process to drive high retention rates
- Focus on customer satisfaction by tracking churn, retention, and NPS
- Provide best-in-class support via email, live chat, and video calls
- Collaborate with revenue, product, marketing, and channel feedback teams
- Ensure superior usage and client engagement across the portfolio
- Oversee user/account administration
- Keep Salesforce up-to-date with activities and engagements
Key requirements
- Experience in Customer Success or equivalent client-facing role
- Highly organized with ability to juggle multiple tasks
- Strong analytical skills and attention to detail
- Ability to turn data into compelling narratives and present confidently
- Genuine passion for helping people
- Team player with strong relationship-building
- Autonomous work style and process improvement mindset
- Ability to switch between different roles and responsibilities
- Bachelor’s Degree or equivalent practical experience
- team collaboration
- strong communication
- analytical mindset
- Salesforce
- live chat software
- product analytics tools
Senior Customer Success Executive in London employer: Global Web Index
At GWI, we pride ourselves on being an exceptional employer, offering a vibrant work culture that prioritises innovation and collaboration. As a Senior Customer Success Manager, you'll enjoy meaningful work with visible impact, alongside generous benefits such as 25 days of annual leave, health and wellbeing support, and opportunities for career growth through accredited learning and leadership development. Our commitment to diversity, equity, and inclusion ensures a welcoming environment for all, making GWI a truly rewarding place to advance your career.
