Senior Customer Success Executive

About the role

As a Senior Customer Success Executive, you will join the global revenue team to manage and execute an account retention strategy for the Essentials portfolio. You will be responsible for driving high renewal rates, client engagement, and customer satisfaction across approximately 250 global accounts. This role involves managing communications, mitigating account risk, and collaborating across departments to support GWI's growth strategy.

Responsibilities

• Own all CS communications to the Essential portfolio to drive usage and engagement.
• Identify at-risk accounts and devise strategies to mitigate churn.
• Manage the renewal process to ensure high retention numbers.
• Measure and improve key performance indicators including churn, retention rate, and Net Promoter Score.
• Provide support and guidance to users via email, live chat, and video calls.
• Collaborate with product, marketing, and revenue teams to channel customer feedback.
• Maintain accurate records of all activity and engagements in Salesforce.

Required skills

• Customer Success
• Client-facing
• Analytical skills
• Data presentation
• Salesforce

Nice to have

• Market research
• Audience profiling
• B2B tech
• Live chat software
• Product analytics

Qualifications

• Bachelor’s Degree
• Equivalent practical experience

About the Company

GWI is a data company that provides insights reflecting global realities. They are a Disability Confident employer committed to diversity, equity, and inclusion in the workplace.