Senior Customer Success Executive

The role

You will implement and execute account retention plans to drive renewal rates and client engagement. You will manage relationships with GWI users and decision-makers to ensure they realize the full potential of the product offering.

What you will do

• Own and manage the renewal process
• Identify opportunities for further account growth
• Work with customers to ensure they achieve business goals through GWI products
• Drive customer satisfaction by measuring churn, retention rate, and NPS
• Deliver onboarding and product training sessions
• Provide support via email, live chat, and video calls
• Create success plans with Hybrid Account Executives
• Create training collateral such as guides and videos
• Collaborate with revenue, product, and marketing teams
• Analyze usage reports for risks within accounts

Required qualifications

• 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

• 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

Benefits

• 25 days’ annual leave
• paid sick days
• office closures over the holidays
• Top-tier health cover with dental & vision
• mental health and wellness support
• 401(k) matching via Voya
• rewards that recognise your impact
• Flexitime
• early Friday finishes
• work-from-anywhere freedom
• Enhanced parental leave and carer days
• Accredited learning, development programs

Before you apply

• GWI is an E-Verify participant to confirm employment eligibility for all U.S. hires

About the company

GWI provides verified data that helps businesses understand and act on what moves their audience. It is a high-tempo environment where change is common.