Customer Success Manager

Location: London, UK

Office requirement: Hybrid, 3 days per week in the office

Employment type: Permanent

As our Commercial Customer Success Manager you will:

• Be a part of our dynamic global Revenue team reporting to the Senior Customer Success Director.
• 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.
• 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 to 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).
• Deliver exceptional onboarding for new clients and product training sessions to drive usage, engagement, and expansion opportunities.
• Provide best-in-class support and guidance to users via email, live chat, and video calls.
• Create success plans to document and track the achievement of desired outcomes.
• 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, and marketing.
• Ensure superior usage and client engagement across your account portfolio, being proactively involved with users.
• 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.

You will need to be able to demonstrate the core skills this role requires. Here’s what the team will be looking for in you:

• Experience as a Customer Success Manager or 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.

Nice to Have:

• Experience working 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:

• 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.

Diversity, Equity & Inclusion:

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.