Senior Customer Success Executive

Location: London, UK

Office requirement: Hybrid, 3 days per week in the office

Employment type: Permanent

As our Senior Customer Success Executive, you’ll:

Be a part of our dynamic global revenue team reporting to the VP Customer Success - Midmarket. You’ll be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement at scale, in line with GWI’s growth strategy across the Essentials Portfolio

Sounds great, what will I be doing? 🤔
Working with our Essentials portfolio, you will be part of a team of 2. You will own and manage strategy for driving engagement and usage at scale across our Essentials portfolio - 250 accounts globally.

A few things you'll be responsible for:

• As a team you will own all CS communications to the Essential portfolio to help inspire clients, drive usage and engagement at scale within the portfolio
• Identify at risk accounts within the portfolio and devise strategies to mitigate that risk
• Be familiar with the renewal process, and help drive high retention numbers
• Focus on driving high customer satisfaction that leads to customer retention and growth by measuring key performance indicators such as churn, retention rate, and Net Promoter Score (NPS)
• Providing best-in-class support and guidance to users via email, live chat, and video calls
• Collaborate, support, and build cross-departmental relationships with all teams across revenue, product, marketing, and channel customer feedback to relevant departments 
• Ensure superior usage and client engagement across the Essentials portfolio
• Oversee and handle user/account administration
• Keep Salesforce up-to-date by logging all activity and engagements

What do I need to bring with me? 🧳

You’ll need to be able to demonstrate the core skills this role requires. Here’s what the team will be looking for in you:

• Existing experience in Customer Success or an equivalent client-facing role
• Highly organized and able to juggle multiple tasks at once
• Strong analytical skills with close attention to detail
• Ability to bring data to life with stories and present with confidence
• Genuine passion for working with people and helping others 
• Team player, able to build strong relationships with colleagues 
• Ability to work autonomously and look for improvements in ways of working and processes
• Natural ability to switch between different roles and wear different hats
• Bachelor’s Degree or equivalent practical experience

Nice to Have

• Experience working with market research/audience profiling data at an agency, media publisher, advertiser, or marketing research firm

• Experience working for a B2B tech platform

• Experience using Salesforce, live chat software, and product analytics tools