<div> <p><strong>Location:</strong> London, UK<br><strong>Office requirement:</strong> Hybrid, 3 days per week in the office<br><strong>Employment type:</strong> Permanent</p> <h1><strong>As our Senior Customer Success Executive, you’ll:</strong></h1> <p>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.
</p> <h1><strong>Sounds great, what will I be doing? 🤔</strong></h1> <p>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.
</p> <p><strong>A few things you’ll be responsible for:</strong></p> <ul> <li>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</li> <li>Using usage and account data to spot at-risk accounts early, and building and carrying out plans to keep them before renewal conversations begin</li> <li>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</li> <li>Guiding users over email, live chat, and video calls, and handling user and account administration</li> <li>Turning customer feedback into action by sharing it with Product, Marketing, and Channel teams</li> <li>Continuously improving how we scale by testing new approaches, automating where it makes sense, and sharing what works</li> <li>Keeping Salesforce accurate by loggi.