At a Glance
- Tasks: Lead customer success strategy and execution for global enterprise clients.
- Company: Join GWI, a dynamic company focused on making an extraordinary impact.
- Benefits: Permanent role with competitive salary and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on innovation and continuous change.
- Why this job: Make a real difference in customer retention and expansion while leading strong teams.
- Qualifications: Significant experience in Customer Success and leadership skills required.
The predicted salary is between 90000 - 110000 £ per year.
Weekly office requirement: Mo/Tue/Thursday Employment type: Permanent At GWI we’re always looking for extraordinary people who thrive on making an extraordinary impact.
Right now we’re looking for a VP, Customer Success to lead the strategy and execution of retention and expansion across our Enterprise, Majors and Mid-Market customers globally.
You'll understand their distinct risk profiles, buying behaviors, and points of leverage—with a dedicated Customer Success Leader for each segment (Enterprise, Majors, and Mid-Market) reporting directly to you.
Reporting directly to our CRO, you'll build the coverage model, forecasting rigor, and leadership bench that make renewals and expansion a predictable driver of growth.
This is a hands-on leadership role, not a transformation project.
You'll inherit strong teams and real client relationships, and you'll own the performance, coaching and development of your Senior Directors and their teams – from our largest, highest-touch enterprise accounts through to segmented majors and mid-market books of business.
Sounds great, what will I be doing?
What you'll be responsible for: GRR & NRR targets across Enterprise, Majors and Mid-Market, agreed directly with the CRO.
The Senior Directors of Customer Success leading each segment – you own their performance, development and progression, plus the wider CSM population beneath them.
Lifecycle optimisation and community engagement.
Execute high-impact initiatives—from onboarding through to user communities—that directly protect renewals and accelerate NRR growth.
Escalation for your highest-value enterprise clients.
You're the senior point of contact and trusted advisor on our data and methodology.
Drive high-impact programs and initiatives—including customer onboarding and user community engagement—that directly optimize the customer lifecycle, maximize renewal rates, and expand Net Retention Rate (NRR).
It’s also fun; shaking things up is what working for GWI is all about.
You’ll need to be flexible, comfortable with continuous change, and working in a high-tempo environment.
What do I need to bring with me?
We're looking for significant experience of progressive Customer Success or
VP Customer Success in London employer: Global Web Index
At GWI, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation in the heart of London. As a Growth Marketing Automation Engineer, you'll enjoy a flexible hybrid working model, generous annual leave, and a commitment to your professional development through accredited learning and leadership opportunities. Our inclusive environment not only values diversity but also empowers you to make a meaningful impact while enjoying a healthy work-life balance.
