Weekly office requirement: Hybrid, Mon/Tues/Thurs weekly
Employment type: Permanent
Seniority level: Mid-senior
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 Senior Customer Success Manager  to play a key role in our Enterprise Customer Success  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 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.

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? 🧳

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

Nice to Have

👉 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.

Equally important is attitude. We want people who think big (to make an impact), ask why (to find a better way), and show respect (to everyone, at every level, all the time). Those are our values, and they’re a big part of what we’re looking for in you.

Why Join Us

• Work with genuinely global Enterprise brands and help shape the insights behind their marketing strategy
• Be at the forefront of solving AI adoption for Enterprise clients, both externally and within GWI itself.
• Real autonomy paired with real support - you'll own your book of business and work strategically, backed by a team that i