Weekly office requirement: 3 days per week
Employment type: Permanent - Full-time
Salary Range:$100,000 to $110,000k and commission plan
Were looking for a Senior Customer Success Manager to join us here at GWI. Not just any Senior Customer Success Manager, though. Someone ambitious and genuine, who works best in the midst of a collaborative and forward-thinking team. Thats because as a GWIer youll be immersed in the fast-moving world of data tech. We think big to make an impact, were not afraid to ask why, and we always show respect. Those values are what got us where we are today, and theyre a big part of what were looking for in you.
As our Senior Customer Success Manager:
The Enterprise Customer Success team at GWI is responsible for helping clients to achieve their desired outcomes through the adoption and practical application of our product and data sets. This is achieved through proactive relationship building, education, and consultative support.
What youll be doing
Working within our Enterprise Customer Success team, you will be part of a global account team assuming ownership and management of the relationship with one of our largest agency clients, helping them to realise value and support growth.
- Establish and maintain strong relationships with key stakeholders and end users
- Consult clients on how to solve challenges & achieve desired outcomes with GWI
- Create success plans to document and track the achievement of desired outcomes
- Identify and support growth opportunities with your AM counterparts
- Pull, interpret, and deliver regular usage reports for each of your accounts.
- Collaborate with the global team to develop and execute strategies for lapsed user engagement, creation of onboarding collateral and project support
- Accurately forecast risk with the account manager and develop a plan to mitigate
- Working closely with other internal teams to help deliver custom projects and strategic workshops
- Be the voice of the customer and channel feedback to relevant departments.
What do I need to bring with me?
First things first, as a disruptor in the global market research industry, we havent come this far without entrepreneurial spirit and a get-up-and-go attitude. So if you think well see that in you, then youre already halfway there. Heres the rest of what wed like you to bring to the table.
Youll need to demonstrate the core skills required for this role. Heres what the team will be looking for:
- Experience in a Customer Success or Account Management role
- Strong interpersonal skills and experience in building strong internal and external relationships
- Strong Analytical skills with close attention to detail.
- Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption
- Ability to bring data to life with stories and present with confidence.
- Passion for building trust and communicating effectively with customers
- Ability to work autonomously and look for improvements in ways or working and processes
- Natural ability to switch between different roles and wear different hats.
- Highly organized and able to juggle multiple tasks with competing deadlines
- Customer-focused mindset, with a natural ability to relate to clients and understand their issues - while delivering a high level of customer service.
Nice to Have
- Experience working in a Customer Success or Support team
- Experience working at a SaaS business or with market research/audience profiling data
- Experience using tools such as Intercom, Salesforce, Mixpanel, SalesLoft, Zendesk, etc.
What We Offer
At GWI, youll find meaningful work, visible impact, and a culture that empowers you to do your best. Our package includes:
- Time to recharge 23 days annual leave, paid sick days, and office closures over the holidays.
- Health & wellbeing Top-tier health cover with dental & vision, plus mental health and wellness support.
- Financial benefits Great pay, 401(k) matching via Voya, and rewards that recognise your impact.
- Flexibility & balance Flexitime, early Friday finishes, and work-from-anywhere freedom.
- Family first Enhanced parental leave and carer days for when life needs you most.
- Career growth Accredited learning, development programs, and space to grow your future.
- Community & impact DE&I initiatives, volunteer days, and 100% donation matching.
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 areas 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 processwhether 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.
Were committed to a compliant workforce. As an E-Verify participant, we confirm employment eligibility for all U.S. hires, ensuring we employ individuals authorized to work in the United States.
