Department: GSMA Industry Services
Team: Sales
Location: London (Hybrid 2-3 days in the office)
Position type: Permanent
What the hiring manager says
The Client Success Manager plays a critical role in maintaining and expanding GSMA's Industry Services client base. You will be responsible for ensuring maximum revenue generation from each of our clients, offering an exceptional customer experience, maximising service adoption, driving renewals, and delivering growth through cross-sell, upsell, and referral initiatives. You'll build trusted relationships with clients, turning satisfied customers into long-term revenue and advocates for GSMA's portfolio.
About the Team
GMSA Industry Services provide a comprehensive set of data and industry solutions aimed at empowering members, customers, and partners to gain valuable insights, boost revenue, minimise inefficiencies, and enhance customer satisfaction. We work directly with a wide range of global entities - including telecommunications operators, insurance providers, fintech companies, and government organisations. Our team is characterised by passion, expertise, and diligence, actively championing GSMA's values in every customer interaction and internal collaboration.
About the role
Revenue & Retention targets
- Reach and exceed your revenue targets for repeat business across a range of services at a team plus individual level
- Achieve net new cross sell/upsell revenue targets & achieve a net new referral revenue target
- Implement proactive strategies to achieve high retention and renewal rates to increase account value and customer lifetime revenue
- Collaborate with the Head of Client Success and Sales Director on account expansion strategies and renewal planning
SME Revenue Generation
- Working closely with your regional Business Development Director and Sales Director identify new sales opportunities within new SME accounts
- Manage and respond to SME leads and convert to sales
Account Management
- Build and maintain trusted relationships with key customer stakeholders at all levels, mapping out a client to understand the users and purchasers of each service and where they sit in the decision-making process
- Exploit cross sell, upsell and multi-service opportunities to ensure maximum revenue generation from each account
- Serve as the main point of contact for client inquiries, issues, and escalations, ensuring swift and effective resolution
Customer Onboarding and Training
- Guide customers through onboarding to ensure a seamless and positive start
- Deliver training sessions and provide resources that enable clients to use GSMA Intelligence and Industry Services effectively
Data Analysis
- Analyse customer usage data, feedback, and behavioural trends to identify at‑risk accounts and growth opportunities
- Use insights to recommend…
Customer Advocacy
- Foster customer advocacy by encouraging testimonials…
Feedback Loop
- Gather, synthesise…
Renewal Management
- Own and manage the end‑to‑end renewal …
Metrics and Reporting
- Deliver against defined KPIs, including: Retention revenue of £1M+ per annum
- Upsell/Cross‑sell growth of approx. £100‑£150K per annum
- Renewal success: 90%+ depending on the service
- Produce regular reports for leadership on account health, renewal performance, and growth outcomes
About You
- Proven experience in customer success, client retention, or account management roles - ideally within telecoms, technology, or data services sectors
- Strong relationship-building and communication skills, with confidence engaging senior stakeholders
- Analytical mindset with the ability to transform data into actionable insights
- Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot)
About your skills
- Delivery - Deeply customer-focused mindset and commitment to delivering exceptional service
- Commercial awareness - Results‑driven, with a proven ability to meet or exceed customer success, renewal, and upsell targets
- Analysis - Proactive and solutions-oriented problem solver with strong decision‑making skills
- Stakeholder management - Collaborative team player who thrives in a cross-functional, global environment
- Agility - Self‑motivated, highly organised, and adaptable to a fast‑paced, evolving industry
We strive to offer a meaningful and inclusive application experience for all candidates. Should you require any accommodations or adjustments due to a disability or fo
Client Success Manager, Services employer: GSM Association (UK Branch)
GSM Association (UK Branch) provides a collaborative and agile work environment that encourages professional development and innovation. Employees benefit from a hybrid working model and the chance to engage in impactful projects across the mobile industry. The focus on continuous improvement makes it an attractive place for career growth.
Contact Details:
GSM Association (UK Branch) Recruitment Team
