Commercial Customer Success Manager

Overview

As a Commercial Customer Success Manager at GWI, you will own a midmarket portfolio and drive renewals, expansion, and retention. You’ll partner with Hybrid Account Executives to convert opportunities into wins, ensuring clients realize ROI from GWI’s products. You’ll guide onboarding, usage training, and ongoing success planning while surfacing feedback to Product and Marketing. This role combines data-driven insight with cross-functional collaboration to shape customer outcomes and contribute to growth.

Pay / Benefits

• 25 days’ annual leave
• Private Medical Insurance
• 4% pension matching
• Flexitime
• hybrid and remote options
• work from home budget

Responsibilities

• Own renewal and retention outcomes for your portfolio, tracking churn, retention, and NPS
• Identify growth opportunities and collaborate with Hybrid Account Executives on plans to win them
• Review usage data to spot risks early and document success plans with clients
• Deliver onboarding and product training to drive usage, engagement, and expansion
• Advise users via email, live chat, and video calls to help achieve business goals with GWI
• Share customer feedback with Product, Marketing, and Channel teams and support case studies/testimonials
• Manage user and account administration and log activity in Salesforce

Key requirements

• Proven experience in Customer Success, Account Management, or similar client-facing role with a commercial element
• Strong analytical skills and ability to turn data into a compelling narrative for demos and training
• Ability to manage many accounts and priorities without losing attention to detail
• Collaborative mindset with cross-functional teamwork across Sales, Product, and Marketing
• Background in market research, audience data, or B2B SaaS is a plus
• Bachelor’s degree or equivalent practical experience

• Analytical mindset
• Cross-functional collaboration
• Attention to detail
• Salesforce
• data interpretation and storytelling
• product training and enablement

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