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Commercial Customer Success Manager
Location: London, UK Employment Type: Permanent Working Model: Hybrid (3 days per week in the office)
As our Commercial Customer Success Manager, you’ll join a dynamic global Revenue team, reporting directly to the Senior Customer Success Director. Your primary focus will be implementing and executing an account retention strategy to drive high renewal rates and deepen customer engagement, aligned with GWI’s growth strategy.
Role Overview
You’ll partner with your assigned client base to own, promote, and manage relationships with GWI users and decision-makers, ensuring they realise the full potential of the product offering. Key responsibilities include:
Core Responsibilities
- Manage the renewal process: Drive exceptional conversion rates across your account portfolio.
- Identify growth opportunities: Collaborate with Hybrid Account Executives to create expansion plans for high-value accounts.
- Enhance client success: Work with customers to ensure they achieve their business goals through effective product usage.
- Boost satisfaction metrics: Improve churn rates, retention, and Net Promoter Score (NPS) via data-driven strategies.
- Deliver superior onboarding: Launch high-quality training and product adoption sessions to increase engagement and expansion revenue.
- Provide next-level support: Offer proactive guidance via email, live chat, and video calls to address user needs.
- Develop success plans: Work with Hybrid Account Executives to outline goals and track progress (e.g., mitigating churn, driving revenue growth).
- Create impactful collateral: Produce training resources (guides, videos) to support customer success and internal alignment.
- Foster cross-functional collaboration: Engage with teams across Revenue, Product, Marketing, and Sales to capture customer insights.
- Monitor account health: Proactively analyze usage reports to identify risks and opportunities for intervention.
- Develop case studies: Assist Marketing in securing client testimonials and success stories.
- Oversight of user administration: Ensure smooth account and product access management.
- Maintain Salesforce records: Log all engagement activity for organisational clarity.
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Key Requirements
To thrive in this role, you must demonstrate:
### Essential
- Proven experience as a Customer Success Manager or comparable client-facing role.
- Strong track record in managing customer renewals and retention strategies.
- Exceptional organizational skills with the ability to multi-task efficiently.
- Analytical prowess and a keen eye for detail, backed by reporting capabilities.
- Ability to turn data into compelling narratives and present insights confidently.
- A genuine passion for customer success and a desire to empower users.
- Strong collaborative mindset with a focus on teamwork and关系建設.
- Capacity to work autonomously while continuously identifying process improvements.
- Adaptability to switch roles and wear multiple hats as needed.
- Bachelor’s degree or equivalent practical experience.
### Nice-to-Have
- Experience with market research/audience profiling (e.g., at agencies, publishers, or advertisers).
- Background in B2B tech platforms, understanding their value chains and challenges.
- Familiarity with Salesforce, live chat solutions, and product analytics tools.
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What We Offer
At GWI, you’ll find meaningful work, tangible impact, and a culture that empowers you to excel. Our benefits include:
- Time to thrive: 25 days annual leave, plus extra holidays for UK closure days.
- Health & wellbeing: Health insurance cash plan, family support benefits, carer days, and mental health resources.
- Financial perimeter: Competitive salary, 4% pension matching, and employee recognition rewards.
- Flexible balance:
- Flexitime & early finish Fridays.
- Hybrid/remote options with a "work-from-home" budget.
- Career growth: Accredited learning, leadership development, and global mobility programs.
- Community-driven impact:
- DE&I initiatives.
- Voluntary opportunities.
- Payroll giving and charity donations matching.
That’s just the start—GWI is the most engaging and fulfilling workplace we’ve ever built.
Diversity, Equity & Inclusion
Diversity is at the heart of our identity—and our success. As a data-driven company, we reflect global realities by fostering inclusive teams. We commit to:
- Being a Disability Confident employer, supporting necessary adjustments during hiring.
- Actively welcoming underrepresented and marginalized communities.
At GWI, you’ll find: ✔ Meaningful contribution ✔ Career progress ✔ Unscripted belonging—because we value every voice.
Ready to join a company that challenges traditional boundaries—but caters to all? Apply today.
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