Senior Customer Success Manager

 

Weekly office requirement: Hybrid, Mon/Tues/Thurs weekly
Employment type: Permanent
Seniority level: Mid-senior
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 Senior Customer Success Manager  to play a key role in our Enterprise Customer Success  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 Senior Customer Success Manager you’ll:

Take ownership of a portfolio of our largest Enterprise clients across the Media & Tech sectors. You'll turn usage data into strategic insight, prove ROI, and drive renewal and growth, largely under your own direction. If you've managed a complex enterprise book before and know how to spot patterns instead of firefighting account-by-account, this is built for you.

 

A few things you’ll be responsible for:

Working within our Enterprise Customer Success team, you will be part of a global account team assuming ownership and management of the relationship of some of our largest clients, helping them to realise value and support growth.
Building and managing relationships with key stakeholders and end users across your portfolio
Analyzing usage trends to segment your book of business into risk / maintain / growth and prioritize accordingly
Creating and executing account and success plans that track progress toward client outcomes and prove ROI
Spotting patterns across your portfolio and turning them into repeatable, scalable processes, not one-off fixes
Scoping and flagging commercial and expansion opportunities to your Account Manager counterparts
Balancing scaled engagement (content, digital, automation) with personalized, consultative support
Forecasting account risk and developing mitigation plans
Driving adoption of new use cases (e.g. ad sales, thought leadership) alongside existing ones
Be the voice of the customer and channel feedback to relevant internal departments.

It’s also fun; shaking things up is what working for GWI is all about. You’ll need to be flexible, comfortable with continuous change, and working in a high-tempo environment.

 

What do I need to bring with me?

You’ll need to be able to demonstrate the core skills this role requires. You don't have to tick all the boxes right away; the important thing is that you’re willing to learn. Here’s what the team will be looking for in you:

Solid experience in a client-facing Customer Success or Account Management role, including experience owning a portfolio of Enterprise accounts
A track record of identifying patterns across a book of business and converting them into repeatable processes, rather than solving issues one account at a time
Strong analytical skills and the ability to translate client goals into a clear, actionable account plan
Able to manage multiple accounts and competing priorities independently
A background in SaaS, data/insights, or another fast-paced Customer Success environment

Nice to Have

Experience working in a Customer Success or Support team
Familiarity with AI tools, or experience embedding AI into client workflows
Experience using tools such as Intercom, Salesforce, Mixpanel, SalesLoft, Zendesk, etc.

Equally important is attitude. We want people who think big (to make an impact), ask why (to find a better way), and show respect (to everyone, at every level, all the time). Those are our values, and they’re a big part of what we’re looking for in you.

 

Why Join Us

• Work with genuinely global Enterprise brands and help shape the insights behind their marketing strategy
• Be at the forefront of solving AI adoption for Enterprise clients, both externally and within GWI itself.
• Real autonomy paired with real support - you'll own your book of business and work strategically, backed by a team that invests in your growth
• Join a growing Enterprise Customer Success function where your impact on retention and expansion is visible and valued

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, Equity & Inclusion

Diversity is fundamental to who we are—as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to build a workforce as diverse and inclusive as the insights we deliver.

As a Disability Confident employer, we welcome applications from disabled candidates and are committed to making adjustments throughout the hiring process—whether that's extra time, materials in advance or a different format, breaks, an adjusted interview format, assistive tools, or flexible scheduling. We're happy to discuss whatever would work best for you.

We actively encourage applications from underrepresented and marginalised communities.

At GWI, you'll find a place to contribute meaningfully, grow professionally, and belong fully.

 

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