Location: London, UK
Office requirement: Hybrid, 3 days per week in the office
Employment type: Permanent
Join our global revenue team, reporting to the VP Customer Success - Midmarket, and take ownership of retention and engagement for GWI’s Essentials portfolio: 250 accounts worldwide. You’ll work alongside one other Customer Success Executive to build and run the strategy for keeping these customers engaged, getting real value from our data, and renewing. This role suits someone who wants to shape how scaled Customer Success works, not just follow an existing playbook.
Sounds great, what will I be doing? 🤔You’ll have real ownership of the portfolio: you’ll set the engagement strategy, decide which accounts need which kind of attention, and track which actions improve retention.
A few things you’ll be responsible for:
- Owning retention outcomes for the portfolio (churn, renewal rate, and NPS), supporting the renewal process, and partnering with Sales and Account Management to secure renewals and surface expansion opportunities
- Using usage and account data to spot at-risk accounts early, and building and carrying out plans to keep them before renewal conversations begin
- Designing and running the CS communications programme for all Essentials clients, including campaigns, webinars, and in-app and email touchpoints that drive adoption and usage at scale
- Guiding users over email, live chat, and video calls, and handling user and account administration
- Turning customer feedback into action by sharing it with Product, Marketing, and Channel teams
- Continuously improving how we scale by testing new approaches, automating where it makes sense, and sharing what works
- Keeping Salesforce accurate by logging all activity and engagements
- Experience in Customer Success, Account Management, or another client-facing role where you were responsible for retention, renewals, or customer engagement, ideally looking after a large number of accounts through a scaled approach
- Strong analytical skills and attention to detail: you’re comfortable using usage data to find risk and opportunity, and can turn it into a story that you present confidently to customers and colleagues
- Clear, engaging written and verbal communication, including writing customer-facing content
- You prioritise well across many accounts, notice what isn’t working, suggest a better way, and follow through
- Strong working relationships across teams are second nature to you, whether with Sales, Product, or Marketing
- Bachelor’s degree or equivalent practical experience
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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Skills Required
- Experience in Customer Success, Account Management, or another client-facing role involving retention, renewals, or customer engagement
- Experience managing a large number of accounts through a scaled approach
- Strong analytical skills and ability to use usage data to identify risks and opportunities
- Ability to present insights confidently to customers and colleagues
- Clear, engaging written and verbal communication skills, including customer-facing content creation
- Ability to prioritize across many accounts, identify improvements, and follow through
- Strong cross-functional relationship-building skills with Sales, Product, and Marketing
- Bachelor's degree or equivalent practical experience
What We Do
We’re the target audience company that does things a bit differently. Our job is to cut through the noise and give you facts you can trust. Our flagship study represents more than 2 billion people around the world, and it tells you how consumers are changing; their actions, ideals, perceptions, feelings... (you get the gist). The world’s largest (and smallest) brands, marketing agencies and media organizations rely on us every day to help them stand out. Working with the likes of Twitter, Google, Spotify, WPP, IPG and Omnicom Group, we help them find really original and in-depth insights through our one-of-a-kind platform. And if that doesn’t float your boat, we’ve got a whole bunch of custom services to let you do more tailored research across 48 countries – asking whoever you want, whatever you want. We’re growing fast, and we’re always on the lookout for out-of-the-box thinkers to help us do more great things.
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