Commercial Customer Success Manager

Office requirement: Hybrid, 3 days per week in the office Employment type: Permanent Seniority level: mid-senior level 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 Commercial Customer Success Manager to play a key role in our Customer Sucess 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 Commercial Customer Success Manager, you’ll: Be a part of our dynamic global revenue team reporting to the VP Customer Success - Midmarket. 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 growth 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: 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 What do I need to bring with me? 🧳 You’ll need to be able to demonstrate the core skills this role requires. Here’s what the team will be looking for in you: 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 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 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 b…