At a Glance
- Tasks: Drive customer success and engagement while managing key client relationships.
- Company: Join GWI, a dynamic tech company focused on making an extraordinary impact.
- Benefits: Enjoy 25 days annual leave, health benefits, and flexible working options.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real difference by helping clients achieve their goals with innovative solutions.
- Qualifications: 2+ years in Customer Success and strong relationship-building skills required.
Office requirement: Hybrid, 3 days per week in the office
Employment type: Permanent
Seniority level: mid-senior level
Language: All stages of the recruitment process will be conducted in English
At GWI we’re always looking for extraordinary people who thrive on making an extraordinary impact. Right now we’re looking for a Commercial Customer Success Manager to play a key role in our Customer Sucess Team in London. If that’s you, and making a difference gets you out of bed in the morning, keep reading. It could be the start of something, well, extraordinary.
Sounds great, what will I be doing?
As our Commercial Customer Success Manager, you’ll:
Be a part of our dynamic global revenue team reporting to the VP Customer Success - Midmarket. You’ll be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement, in line with GWI’s growth strategy across your book of business.
Working with your dedicated set of clients, you will own, promote, and manage relationships with GWI users and decision-makers to ensure they are obtaining maximum value by realizing the full potential of GWI’s product offering:
- Own and manage the renewal process, ensuring high renewal rates across your account portfolio
- Identify opportunities for further account growth and collaborate with Hybrid Account Executives so that they can create a plan to win these opportunities
- Work with customers to ensure they are successful in driving value and achieving their business goals through their use of GWI’s products
- Focus on driving high customer satisfaction that leads to customer retention and growth by measuring key performance indicators such as churn, retention rate, and Net Promoter Score (NPS)
- Delivering exceptional onboarding for new clients and product training sessions to drive usage, engagement, and expansion opportunities.
- Providing best-in-class support and guidance to users via email, live chat, and video calls
- Work with Hybrid Account Executives to create success plans to document and track the achievement of desired outcomes, such as counteracting churn, supporting revenue growth and expansion, etc.
- Create powerful and relevant training collateral in the form of guides and videos
- Collaborate, support, and build cross-departmental relationships with all teams across revenue, product, marketing, and channel customer feedback to relevant departments
- Ensure superior usage and client engagement across your account portfolio, being proactively involved with users (ie. Pull, interpret, and analyze regular usage reports for risks within each of your accounts)
- Work with marketing to help obtain case studies/testimonials from existing clients
- Oversee and handle user/account administration
- Keep Salesforce up-to-date by logging all activity and engagements
What do I need to bring with me?
You’ll need to be able to demonstrate the core skills this role requires. Here’s what the team will be looking for in you:
- Minimum of two years of experience in Customer Success or an equivalent client-facing role
- Experience managing customer renewals
- Highly organized and able to juggle multiple tasks at once
- Strong analytical skills with a high attention to detail
- Ability to bring data to life with stories and present with confidence
- Genuine passion for working with people and helping others
- Team player, able to build strong relationships with colleagues
- Ability to work autonomously and look for improvements in ways of working and processes
- Natural ability to switch between different roles and wear different hats
- Bachelor’s Degree or equivalent practical experience
What We Offer
At GWI, you’ll find meaningful work, visible impact, and a culture that empowers you to do your best. Our package includes:
- Time to recharge – 25 days’ annual leave, plus office closures over the holidays.
- Health & wellbeing – Health cash plan, enhanced family benefits, carer days, and mental health support.
- Financial benefits – Competitive salary, 4% pension matching, and recognition programs that celebrate success.
- Flexibility & balance – Flexitime, early Friday finishes, hybrid and remote options, plus a “work from home” budget.
- Career growth – Accredited learning, leadership development, and global career mobility.
- Community & impact – DE&I initiatives, volunteering opportunities, donation matching, and payroll giving.
Put all that together and GWI is the friendliest, most fulfilling place any of us has ever worked.
Diversity is fundamental to who we are—both as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to ensure our workforce is as diverse and inclusive as the insights we provide to our clients.
As a Disability Confident employer, we welcome applications from disabled candidates and are committed to providing all necessary adjustments during the hiring process. We also actively encourage applications from underrepresented and marginalized communities.
At GWI, you will find a place where you can contribute meaningfully, grow professionally, and belong fully.
Please note, we do not offer Visa Sponsorship for this role.
#li-hybrid
#LI-LV1
Commercial Customer Success Manager employer: GWI
GWI is an exceptional employer located in the vibrant city of London, offering a supportive and dynamic workplace that fosters employee growth and development. With a hybrid work model, employees enjoy flexibility while benefiting from a range of perks designed to enhance their work-life balance. Join us to be part of a collaborative team where your contributions directly impact our growth and success.
StudySmarter Expert Advice🤫
We think this is how you could land Commercial Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GWI. 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 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 Commercial Customer Success Manager
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:Your cover letter is your chance to shine! Tell us why you want to work at GWI 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!
How to prepare for a job interview at GWI
✨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.
