Commercial Customer Success Manager

Overview

In this role you drive renewal rates and customer engagement for a portfolio within GWI’s global revenue team. You will nurture relationships with users and decision-makers to maximize value from GWI’s product and support cross-functional growth initiatives. You’ll onboard new clients, deliver training, monitor success metrics, and collaborate to preempt churn while expanding account potential. This position blends data-driven insights with a customer-centric approach in a hybrid London setting.

Pay / Benefits

• 25 days’ annual leave
• Health cash plan and wellbeing benefits
• 4% pension matching
• Flexitime and hybrid/remote options
• Work from home budget
• Learning and leadership development

Responsibilities

• Own the renewal process and maintain high renewal rates
• Identify growth opportunities and collaborate with Hybrid Account Executives
• Drive customer value and business outcomes through product usage
• Monitor KPIs (churn, retention, NPS) and improve satisfaction
• Onboard new clients and deliver product training to drive adoption
• Provide proactive support via email, live chat, and video
• Create and track success plans to counter churn and support revenue growth
• Develop training collateral (guides, videos)
• Collaborate with revenue, product, marketing, and channel teams
• Analyze usage data to identify risks and inform actions
• Coordinate case studies/testimonials with marketing
• Oversee user/account administration and keep Salesforce up-to-date

Key requirements

• Solid experience in Customer Success or equivalent client-facing role
• Experience managing customer renewals
• Highly organized with multi-tasking ability
• Strong analytical skills with attention to detail
• Ability to present data with storytelling and confidence
• Team player with strong relationship-building
• Ability to work autonomously and drive process improvements
• Bachelor’s Degree or equivalent practical experience

• Strong communication
• Relationship-building
• Collaborative mindset
• Salesforce
• live chat software
• product analytics tools

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