At a Glance
- Tasks: Drive client success and revenue growth through exceptional service and relationship building.
- Company: Join GSMA, a leader in mobile innovation and industry solutions.
- Benefits: Enjoy competitive pay, flexible working, and fantastic learning opportunities.
- Other info: Be part of a diverse team that values inclusivity and personal growth.
- Why this job: Make a real impact in the mobile industry while developing your career.
- Qualifications: Experience in customer success or account management, with strong communication skills.
The predicted salary is between 150000 - 150000 £ per year.
Department: GSMA Industry Services
Team: Sales
Location: London (Hybrid 2-3 days in the office)
Position type: Permanent
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
GSMA 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 actions that improve adoption, satisfaction, and renewal likelihood
- Customer Advocacy
- Foster customer advocacy by encouraging testimonials, referrals, and participation in case studies or speaking opportunities
- Partner with marketing to highlight customer success stories and industry impact
- Feedback Loop
- Gather, synthesise, and share customer insights with product, data, and development teams to drive service enhancements
- Collaborate with internal teams to align new features and updates with client needs and market trends
- Renewal Management
- Own and manage the end-to-end renewal process, ensuring early engagement and proactive issue resolution
- Maintain visibility of contract lifecycles and forecast renewal outcomes accurately
- 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 for any other reason during the hiring process, please contact with your request.
Contract type: Regular
Worker type: Employee
What We Offer
Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish. In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.
Being You at the GSMA
We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We're keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The success of the GSMA year on year will continue to be contributed by people from all walks of life.
GSMA Values
- Passionately driven. We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.
- Insightful leaders. We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.
- Stronger together. We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.
About the GSMA
The GSMA is a global organisation unifying the mobile ecosystem to discover, develop and deliver innovation foundational to positive business environments and societal change. Our vision is to unlock the full power of connectivity so that people, industry, and society thrive. Representing mobile operators and organisations across the mobile ecosystem and adjacent industries, the GSMA delivers for its members across three broad pillars: Industry Services and Solutions, Connectivity for Good, and Outreach.
Connectivity for Good engages members, governments and civil society, to advance positive policy and spectrum outcomes, facilitate digital innovation to reduce inequalities in our world, and tackle today's biggest societal challenges such as digital inclusion, climate change and sustainability. Industry Services and Solutions underpins the technology and interoperability that make mobile work. Via our projects, working groups and promotional activities we facilitate the industry’s focus on areas such as 5G, Mobile IoT, fraud and security. And our technical services offer tools, data and resources to enable even more efficient and robust mobile experiences for users. Outreach provides the world’s largest platform, convening and informing the mobile ecosystem, at MWC Barcelona, Shanghai, Los Angeles and the M360 series, and through Mobile World Live and GSMA Intelligence with breaking news, insights and expert analysis.
Client Success Manager, Services in London employer: GSMA Advisory Services Ltd
GSMA Advisory Services Ltd is an attractive employer due to its commitment to employee development and a collaborative work culture. The company provides a hybrid working model that supports work-life balance while encouraging employees to build strong client relationships. Opportunities for professional growth and advancement are integral to the company's ethos.
Contact Details:
GSMA Advisory Services Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Client Success Manager, Services in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GSMA Advisory Services Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GSMA Advisory Services Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Success Manager, Services in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GSMA Advisory Services Ltd:Your cover letter is your chance to shine! Tell us why you want to work at GSMA Advisory Services Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GSMA Advisory Services Ltd!
How to prepare for a job interview at GSMA Advisory Services Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
