Senior Customer Success Manager (Enterprise)
About The Position
As our Senior Customer Success Manager you’ll: Be part of the Enterprise Customer Success team at GWI, responsible for helping clients to achieve their desired outcomes through the adoption and practical application of our product and data sets. This is achieved through proactive relationship building, education, and consultative support. You'll be working within our Enterprise Customer Success team, you will assume ownership and management of a portfolio of our biggest global clients, helping them to realise value and support growth. Establish and maintain strong relationships with key stakeholders and end users within each of your accounts Consult clients on how to solve challenges / achieve desired outcomes with GWI. Create success plans to document and track the achievement of desired outcomes. Identify and support growth opportunities with your AM counterparts Pull, interpret, and deliver regular usage reports for each of your accounts. Collaborate with CSEs to develop and execute strategies for lapsed user engagement, creation of onboarding collateral and project support Accurately forecast risk with account manager and develop a plan to mitigate Working closely with other internal teams to help deliver custom projects and strategic workshops Be the voice of the customer and channel feedback to relevant departments. 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: Extensive experience in a Customer Success, or Account Management role Strong interpersonal skills and experience building strong internal and external relationships Strong Analytical skills with a high attention to detail. Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption Ability to bring data to life with stories and present with confidence. Passion for building trust and communicating effectively with customers Ability to work autonomously and look for improvements in ways or working and processes Natural ability to switch between different roles and wear different hats. Highly organized and able to juggle multiple tasks with competing deadlines Customer focused mindset, with a natural ability to relate to clients and understand their issues - while delivering a high level of customer service. Equally important is attitude. We want people who think big (to make an impact), ask why (to find a better way), and show respect (to everyone, at every level, all the time). Those are our values, and they’re a big part of what we’re looking for in you.
Requirements
- Extensive experience in a Customer Success, or Account Management role
- Strong interpersonal skills and experience building strong internal and external relationships
- Strong Analytical skills with a high attention to detail.
- Proactive, curious-minded, and organized team player with innovative ideas to inspire customer engagement, loyalty, and adoption
- Ability to bring data to life with stories and present with confidence.
- Passion for building trust and communicating effectively with customers
- Ability to work autonomously and look for improvements in ways or working and processes
- Natural ability to switch between different roles and wear different hats.
- Highly organized and able to juggle multiple tasks with competing deadlines
- Customer focused mindset, with a natural ability to relate to clients and understand their issues - while delivering a high level of customer service.
Responsibilities
- Be part of the Enterprise Customer Success team at GWI, responsible for helping clients to achieve their desired outcomes through the adoption and practical application of our product and data sets. This is achieved through proactive relationship building, education, and consultative support.
- Assume ownership and management of a portfolio of our biggest global clients, helping them to realise value and support growth.
- Establish and maintain strong relationships with key stakeholders and end users within each of your accounts
- Consult clients on how to solve challenges / achieve desired outcomes with GWI.
- Create success plans to document and track the achievement of desired outcomes.
- Identify and support growth opportunities with your AM counterparts
- Pull, interpret, and deliver regular usage reports for each of your accounts.
- Collaborate with CSEs to develop and execute strategies for lapsed user engagement, creation of onboarding collateral and project support
- Accurately forecast risk with account manager and develop a plan to mitigate
- Working closely with other internal teams to help deliver custom projects and strategic workshops
- Be the voice of the customer and channel feedback to relevant departments.
Benefits
- Time to recharge – 23 days’ annual leave, paid sick days, and office closures over the holidays.
- Health & wellbeing – Top-tier health cover with dental & vision, plus mental health and wellness support.
- Financial benefits – Great pay, 401(k) matching via Voya, and rewards that recognise your impact.
- Flexibility & balance – Flexitime, early Friday finishes, and work-from-anywhere freedom.
- Family first – Enhanced parental leave and carer days for when life needs you most.
- Career growth – Accredited learning, development programs, and space to grow your future.
- Community & impact – DE&I initiatives, volunteer days, and 100% donation matching.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
