Senior Customer Success Executive

GWI is seeking a Senior Customer Success Executive to join its global revenue team. The role focuses on driving high client renewal rates, engagement, and satisfaction while helping clients realize the full value of GWI’s products. The ideal candidate will have strong analytical skills, experience in customer success or client-facing roles, and the ability to manage multiple accounts effectively.

Own and manage the account renewal process to ensure high renewal rates.

Identify opportunities for account growth and collaborate with Hybrid Account Executives.

Drive client success by helping users achieve business goals through GWI products.

Deliver onboarding, training, and support sessions via email, live chat, and video calls.

Develop success plans and track desired outcomes to support revenue growth and minimize churn.

Create training collateral, guides, and videos to enhance client engagement.

Collaborate with cross-functional teams across revenue, product, marketing, and channels.

Analyze usage data and proactively address risks within accounts.

Support marketing efforts to generate client case studies and testimonials.

Maintain accurate account records and log all activities in Salesforce.

Relevant experience in Customer Success or equivalent client-facing role.

Proven experience managing customer renewals.

Strong organizational and multitasking abilities.

Analytical mindset with attention to detail and ability to present data effectively.

Passion for helping clients succeed and building strong relationships.

Ability to work autonomously and improve processes.

Bachelor’s Degree or equivalent practical experience.

Nice to Have:

Experience in market research, audience profiling, or working with B2B tech platforms.

Experience using Salesforce, live chat software, or product analytics tools.

None

25 days annual leave plus holiday office closures.

Health cash plan, family benefits, carer days, and mental health support.

Competitive salary, 4% pension matching, and recognition programs.

Flexitime, early Friday finishes, hybrid/remote options, and “work from home” budget.

Accredited learning, leadership development, and global career mobility.

DE&I initiatives, volunteering, donation matching, and payroll giving.

(Hybrid: 3 days in office – Monday, Tuesday, Thursday)