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Customer Success Executive
3 months ago
Sounds great, what will I be doing?
As our customer success executive, you’llbe working in our customer success team. You will assume ownership and management of client relationships, driving the adoption, engagement, and healthy usage of the GWI tool within your client portfolio. You will also manage Intercom, our live chat, and ensure its effective use across your client base. This will involve conducting quarterly reviews, monitoring usage, and engaging meaningfully to maintain and improve client health. Delivering a successful onboarding experience for new clients and users within your portfolio is crucial. You will collaborate, support, and build relationships with all teams across GWI, acting as the internal voice of the customer and ensuring client feedback reaches the relevant teams. Additionally, you will perform SWOT analyses for your top revenue, growth, or at-risk clients to better understand their needs. Building processes and frameworks to scalably support clients within the customer success team will be another key responsibility.
It’s also fun; shaking things up is what working for a growing company is all about. So you’ll need to be flexible, comfortable with continuous change, and happy working in a high-tempo environment as we grow.
What do I need to bring with me?
You’ll need to be able to demonstrate the core skills this role requires. You don't have to tick all the boxes right away; the important thing is that you’re willing to learn. Here’s what the team will be looking for:
Experience working in a customer success or support team within saas business or market research Team player, able to build strong relationships with colleagues from across the business. Flexibility, natural ability to switch between different roles and wear different hats. Organisation is key here, and so is the ability to juggle multiple tasks with competing deadlines.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, exemplified by our leadership team, and they’re a big part of what we’re looking for in you.
Interview steps
Preliminary phone screen with the Talent Team (no video required) First video interview with the hiring managers Second (and usually the final*) video interview with the hiring panel, often including a presentation, followed by a values conversation with members of the wider GWI community.*Don’t be alarmed if there are other stages in the process, it’s all part of the plan for some of our roles.
What exactly is GWI?
GWI is modernized consumer research; global, on-demand, and accessible to everyone, not just data experts. Our platform is designed for companies looking for fresh and insightful data about their consumers’ values, purchase journeys, media usage, and social media habits.
With data representing the views of nearly 3 billion people across 52+ countries, GWI has become the go-to for agencies, brands, and media companies that want to know what really drives their audience to action.
Since launching in 2009 we’ve grown at a healthy pace, and to maintain this growth we need more extraordinary people. Hence this ad. Hence you.
What’s in it for me?
You’ll do the sort of work that got you excited about your career in the first place - not as a cog in a machine, but as an individual whose contribution matters. So gigantic job satisfaction comes as standard, but it’s only part of the package. You’ll also get:
Tons of days off: 25 days annual leave | Xmas office closures More than a great salary: Employee share scheme | Medical and Dental Plan Great work-life balance : Flexitime | early Friday finishes | Work-from-anywhere options Family-focused flexibility: Carer days | Enhanced parental leave A commitment to YOU: Accredited learning programs | A commitment to mental and physical health | Reward and recognition programs | Career development opportunities A commitment to the community: DE&I committee | Volunteer options | 100% donation matchingPut all that together and GWI is the friendliest, most fulfilling place any of us has ever worked.
Diversity, Equity & Inclusion
We take DE&I seriously. Not only is it obviously the right thing to do, it’s also the bedrock of our value of show respect and at the heart of our company culture.
We’re a global data business, so it’s essential our data reflects the global reality. Putting diversity into practice like this literally makes our business stronger. That’s why we strive to make our offices - and our teams - as diverse as our data. Want to know more? Take a look at our Life page on LinkedIn to learn more about our DE&I initiatives.
The point is, GWI is a place where you can genuinely feel at home, express yourself, and make your mark - whoever you are.
As a Disability Confident employer, we encourage applications from disabled candidates and are dedicated to providing all relevant assistance during the application and interview process.We also encourage individuals from all backgrounds, including those from underrepresented and marginalized communities, to join our team.
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