VP Customer Success

Weekly office requirement: Mo/Tue/Thursday Employment type: Permanent At GWI we’re always looking for extraordinary people who thrive on making an extraordinary impact. Right now we’re looking for a VP, Customer Success to lead the strategy and execution of retention and expansion across our Enterprise, Majors and Mid-Market customers globally. You'll understand their distinct risk profiles, buying behaviors, and points of leverage—with a dedicated Customer Success Leader for each segment (Enterprise, Majors, and Mid-Market) reporting directly to you. Reporting directly to our CRO, you'll build the coverage model, forecasting rigor, and leadership bench that make renewals and expansion a predictable driver of growth. This is a hands-on leadership role, not a transformation project. You'll inherit strong teams and real client relationships, and you'll own the performance, coaching and development of your Senior Directors and their teams – from our largest, highest-touch enterprise accounts through to segmented majors and mid-market books of business. Sounds great, what will I be doing? What you'll be responsible for: GRR & NRR targets across Enterprise, Majors and Mid-Market, agreed directly with the CRO. The Senior Directors of Customer Success leading each segment – you own their performance, development and progression, plus the wider CSM population beneath them. Lifecycle optimisation and community engagement. Execute high-impact initiatives—from onboarding through to user communities—that directly protect renewals and accelerate NRR growth. Escalation for your highest-value enterprise clients. You're the senior point of contact and trusted advisor on our data and methodology. Drive high-impact programs and initiatives—including customer onboarding and user community engagement—that directly optimize the customer lifecycle, maximize renewal rates, and expand Net Retention Rate (NRR). 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? We're looking for significant experience of progressive Customer Success or Account Management leadership, with proven ownership of renewals and expansion for a segmented book of business. You won't tick every box, but you'll have the judgement to run your segments with autonomy from day one. Here's what we need: 👉 Segmentation and coverage strategy Design for the segment, not a single playbook. Build distinct coverage models for Enterprise/Majors (high-touch, high-value, low-volume) and Mid-Market (higher-volume, target-list-driven). Match team structure, cadence and tooling to each. Own the numbers. Forecast and report gross and net revenue retention, expansion revenue and health scores – feeding straight into the CRO's view of the business. 👉 Team leadership and talent Develop the Customer Success Managers . . Invest in their growth deliberately – clear delegation, stretch ownership, and coaching that build them toward their next role. Build a bench. Hire, coach and retain CSMs and managers who can run their book with autonomy. Fast ramp time, strong retention . Build progression routes across the CS organisation – CSM to manager, segment to segment – so strong performers see a future at GWI, and you're not rebuilding capability from scratch every time the business grows. Build on the skills that drive retention. Develop your team's ability to hold a consultative, insight-led conversation with teams that span revenue, marketing research,creative and PR/Comms stakeholders Cross-functional influence Represent the voice of the customer at the leadership table. Partner with Product, Marketing and RevOps so renewal risk, expansion signal and client feedback actively shape roadmap, packaging and go-to-market Build the infrastructure to scale without linear headcount growth. Evaluate and drive adoption of the CS tech stack to help drive eff…