Senior Customer Success Manager

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.

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

👉 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.

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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