Senior Customer Success Executive

Overview

In this role you drive renewal and engagement outcomes for the Essentials portfolio by shaping a scalable customer success strategy. You will lead cross-functional collaboration to improve usage, retention, and satisfaction for 250 accounts globally, aligning with GWI’s growth ambitions. You’ll manage CS communications and identify at-risk accounts, using data to tell stories that inform improvements. The position blends strategic ownership with hands-on interaction acrossEmail, chat, and video calls, under hybrid London-based working conditions.

Responsibilities

• Own and optimize engagement and usage strategy for the Essentials portfolio across 250 accounts globally
• Lead all CS communications to inspire clients and drive scale in adoption
• Identify at-risk accounts and design mitigation strategies
• Support the renewal process to drive high retention rates
• Focus on customer satisfaction by tracking churn, retention, and NPS
• Provide best-in-class support via email, live chat, and video calls
• Collaborate with revenue, product, marketing, and channel feedback teams
• Ensure superior usage and client engagement across the portfolio
• Oversee user/account administration
• Keep Salesforce up-to-date with activities and engagements

Key requirements

• Experience in Customer Success or equivalent client-facing role
• Highly organized with ability to juggle multiple tasks
• Strong analytical skills and attention to detail
• Ability to turn data into compelling narratives and present confidently
• Genuine passion for helping people
• Team player with strong relationship-building
• Autonomous work style and process improvement mindset
• Ability to switch between different roles and responsibilities
• Bachelor’s Degree or equivalent practical experience

• team collaboration
• strong communication
• analytical mindset
• Salesforce
• live chat software
• product analytics tools

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