Senior Customer Success Executive

Overview

In this role you build and own the retention strategy for GWI’s Essentials portfolio, guiding 250 accounts through engagement and renewal. You will align with Sales and Account Management to protect renewals and surface expansion, while shaping scalable Customer Success practices. This is a hands-on position with a strong emphasis on data-driven decisions and cross-functional collaboration. You’ll work in a hybrid London environment, contributing to a high-impact, globally distributed team.

Pay / Benefits

• Private Medical Insurance
• 4% pension matching
• flexitime
• hybrid and remote options
• work from home budget
• accredited learning and leadership development

Responsibilities

• Own retention outcomes for the Essentials portfolio (churn, renewal rate, NPS) and support renewals
• Collaborate with Sales and Account Management to surface expansion opportunities
• Use usage and account data to identify at-risk accounts and execute protection plans
• Design and run the CS communications program for Essentials clients (campaigns, webinars, in-app and email touchpoints)
• Guide users via email, live chat, and video calls; manage user and account administration
• Translate customer feedback into actions for Product, Marketing, and Channel teams
• Experiment and scale CS approaches, including automation where appropriate
• Maintain accurate activity logs in Salesforce

Key requirements

• Experience in Customer Success, Account Management, or a client-facing role focusing on retention, renewals, or engagement
• Strong analytical skills; ability to use usage data to identify risk and opportunity and present findings
• Clear and engaging written and verbal communication for customers and colleagues
• Strong prioritization and multitasking across many accounts
• Excellent cross-functional relationships with Sales, Product, and Marketing
• Bachelor’s degree or equivalent practical experience

• analytical mindset
• effective communication
• proactive problem solving
• Salesforce
• data analysis
• customer communications and engagement programs

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