At a Glance
- Tasks: Drive customer success and retention while managing account growth opportunities.
- Company: Join a dynamic global team at a leading tech company in London.
- Benefits: Enjoy 25 days leave, health benefits, and flexible working options.
- Other info: Be part of a diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact by helping customers achieve their goals with innovative products.
- Qualifications: Experience in customer success or client-facing roles, strong analytical skills required.
The predicted salary is between 50000 - 65000 £ per year.
Location: London, UK | Office requirement: Hybrid, 3 days per week | Employment type: Permanent
Role Overview
As part of our dynamic global Revenue team, you will report to the Senior Customer Success Director and drive account retention and renewal rates across your book of business.
Key Responsibilities
- Own and manage the renewal process across your portfolio, ensuring high renewal rates.
- Identify and pursue account growth opportunities in collaboration with Hybrid Account Executives.
- Work with customers to realize value from GWI products and achieve their business goals.
- Measure and drive customer satisfaction, churn, retention rate, and Net Promoter Score.
- Deliver exceptional onboarding, product training, and ongoing support via email, live chat, and video calls.
- Create success plans with Hybrid Account Executives to counteract churn and support expansion.
- Generate training collateral such as guides and videos.
- Build cross‑departmental relationships with product, marketing, and other teams.
- Analyze usage reports to proactively identify risks and drive engagement.
- Help obtain case studies and testimonials with marketing.
- Handle user/account administration and keep Salesforce up to date.
Required Qualifications
- Experience as a Customer Success Manager or equivalent client‑facing role.
- Experience managing customer renewals.
- Highly organized with ability to juggle multiple tasks.
- Strong analytical skills and high attention to detail.
- Ability to present data stories confidently.
- Passion for working with people and helping others.
- Team player who builds strong relationships with colleagues.
- Self‑motivated, autonomous, and continuous improvement mindset.
- Natural ability to switch between roles and wear different hats.
- Bachelor’s degree or equivalent practical experience.
Nice to Have
- Experience 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
- 25 days annual leave plus office closures during holidays.
- Health & wellbeing benefits including cash plan, mental health support, and enhanced family benefits.
- Competitive salary, 4% pension match, and recognition programs.
- Flexibility & balance with flexitime, early Friday finishes, hybrid and remote options, and a work‑from‑home budget.
- Career growth through accredited learning, leadership development, and global mobility.
- Community & impact via DE&I initiatives, volunteering opportunities, donation matching, and payroll giving.
EEO Statement
Diversity is fundamental to who we are. We welcome applications from underrepresented and marginalized communities and are a Disability Confident employer. We provide reasonable adjustments during the hiring process as needed. GWI is the friendliest, most fulfilling place to work.
Customer Success Manager New London, UK employer: GWI group
GWI is an exceptional employer located in London, offering a vibrant hybrid work culture that promotes flexibility and work-life balance. With a strong focus on employee growth through accredited learning and leadership development, GWI fosters a supportive environment where team members can thrive while making a meaningful impact through community initiatives. Enjoy competitive benefits, including generous annual leave, health and wellbeing support, and a commitment to diversity and inclusion, making it a fulfilling place to advance your career as a Customer Success Manager.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager New London, UK
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GWI group. 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 GWI group 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 Customer Success Manager New London, UK
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 GWI group:Your cover letter is your chance to shine! Tell us why you want to work at GWI group 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 GWI group!
How to prepare for a job interview at GWI group
✨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.
