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.