Senior Customer Success Manager - Enterprise

Senior Customer Success Manager (Enterprise)

Location: New York | Department: Revenue| Employment type: Full Time

Salary $100,000-110,000

We're looking for a Senior Customer Success Manager to join us here at GWI. Not just any Senior Customer Success Manager though. Someone ambitious and genuine, who works best in the midst of a collaborative and forward-thinking team. That's because as a GWIer you'll be immersed in the fast-moving world of data tech. We think big to make an impact,, we're not afraid to ask why and we always show respect. Those values are what got us where we are today, and they're a big part of what we're looking for in you.

About the job

The Enterprise Customer Success team at GWI is 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.

What you'll be doing

Working within our Enterprise Customer Success team, you will be part of a global account team assuming ownership and management of the relationship with one of our largest agency clients, helping them to realise value and support growth.

• Establish and maintain strong relationships with key stakeholders and end users
• 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 the global team 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.

About you

First things first, as a disruptor in the global market research industry, we haven't come this far without entrepreneurial spirit and a get-up-and-go attitude. So if you think we'll see that in you, then you're already halfway there. Here's the rest of what we'd like you to bring to the table.

Essential

• 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.

Nice to Have

• Experience working in a Customer Success or Support team
• Experience working at a SaaS business or with market research/audience profiling data
• Experience using tools such as Intercom, Salesforce, Mixpanel, SalesLoft, Zendesk, etc.

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 - 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.

Put all that together and GWI is the friendliest, most fulfilling place any of us has ever worked.

Diversity, Equity & Inclusion

Diversity is fundamental to who we are-as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to build a workforce as diverse and inclusive as the insights we deliver.

As a Disability Confident employer, we welcome applications from disabled candidates and are committed to making adjustments throughout the hiring process-whether that''s extra time, materials in advance or a different format, breaks, an adjusted interview format, assistive tools, or flexible scheduling. We''re happy to discuss whatever would work best for you.

We actively encourage applications from underrepresented and marginalised communities.

At GWI, you''ll find a place to contribute meaningfully, grow professionally, and belong fully.

We're committed to a compliant workforce. As an E-Verify participant, we confirm employment eligibility for all U.S. hires, ensuring we employ individuals authorized to work in the United States.

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