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:

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

What do I need to bring with me? 🧳

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

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.