Commercial Customer Success Manager

Location: London, UK
Office requirement: Hybrid, 3 days per week in the office
Employment type: Permanent
As our Commercial Customer Success Manager, you’ll:
Join our global revenue team, reporting to the VP Customer Success - Midmarket, and take ownership of a portfolio of around 40 Midmarket clients worth approximately £1.2M. You’ll be the trusted partner to users and decision-makers, helping them realise real ROI from GWI’s products and driving the engagement that leads to strong renewal and retention rates.
Sounds great, what will I be doing? 🤔
You’ll look after your own set of clients across the whole customer journey, from onboarding through to renewal and growth. You’ll work closely with our Hybrid Account Executives to turn the opportunities you uncover into wins.
A few things you’ll be responsible for:
Owning the renewal process and retention outcomes across your portfolio, measured through churn, retention rate, and NPS
Spotting growth opportunities in your accounts and working with Hybrid Account Executives on plans to win them
Reviewing usage data regularly to catch risks early, and agreeing success plans with clients that document and track the outcomes they want
Delivering onboarding and product training that drives usage, engagement, and expansion
Advising and supporting users by email, live chat, and video calls, so they reach their business goals with GWI
Sharing customer feedback with Product, Marketing, and Channel teams, and working with Marketing on case studies and testimonials
Handling user and account administration, and logging all activity and engagements in Salesforce
What do I need to bring with me? 🧳
Proven experience in Customer Success, Account Management, or another client-facing role, ideally with a commercial element such as managing renewals, negotiating, or closing new business
Strong analytical skills and attention to detail, with the ability to turn data into a story that you present, demo, and train on with confidence
You keep many accounts and priorities moving at once without losing sight of the detail
Working well with colleagues across Sales, Product, and Marketing comes naturally to you
A background in market research, audience data, or B2B SaaS is a plus
Bachelor’s degree or equivalent practical experience
What We Offer 🧘
At GWI, you’ll find meaningful work, visible impact, and a culture that empowers you to do your best. Our package includes:
Time to recharge – 25 days’ annual leave, plus office closures over the holidays.
Health & wellbeing – Private Medical Insurance, enhanced family benefits, carer days, and mental health support.
Financial benefits – Competitive salary, 4% pension matching, and recognition programs that celebrate success.
Flexibility & balance – Flexitime, early Friday finishes, hybrid and remote options, plus a “work from home” budget.
Career growth – Accredited learning, leadership development, and global career mobility.
Community & impact – DE&I initiatives, volunteering opportunities, donation matching, and payroll giving.
Put all that together and GWI is the friendliest, most fulfilling place any of us has ever worked.
Diversity, Equity & Inclusion 🫶
Diversity is fundamental to who we are—as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to build a workforce as diverse and inclusive as the insights we deliver.
As a Disability Confident employer, we welcome applications from disabled candidates and are committed to making adjustments throughout the hiring process—whether that's extra time, materials in advance or a different format, breaks, an adjusted interview format, assistive tools, or flexible scheduling. We're happy to discuss whatever would work best for you.
We actively encourage applications from underrepresented and marginalised communities.
At GWI, you'll find a place to contribute meaningfully, grow professionally, and belong fully.
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