Senior Customer Success Executive

United States·New Yorksenior

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Quick Summary

Overview

Every business is using AI. The ones that get it right start with real people. GWI is the human intelligence underneath: verified data that helps businesses understand what moves their audience,

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Every business is using AI. The ones that get it right start with real people. GWI is the human intelligence underneath: verified data that helps businesses understand what moves their audience, and act on it faster. If you want your work to matter, keep reading.

Be a part of our dynamic global revenue team reporting to the Senior Customer Success Director. 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 gowth 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. A few things you’ll be responsible for:

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

Working at GWI means a high-tempo environment where change is common. We’re building quickly because the industry is moving quickly, and our customers rely on us to stay ahead. If you like being part of that, you’ll enjoy it here.

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.

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 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

~1 min read

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

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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, paid sick days, and office closures over the holidays.

✓Health & wellbeing – Top-tier health cover with dental & vision, plus mental health and wellness support.

✓Financial benefits – Great pay, 401(k) matching via Voya, and rewards that recognise your impact.

✓Flexibility & balance – Flexitime, early Friday finishes, and work-from-anywhere freedom.

✓Family first – Enhanced parental leave and carer days for when life needs you most.

✓Career growth – Accredited learning, development programs, and space to grow your future.

✓Community & impact – DE&I initiatives, volunteer days, and 100% donation matching.

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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