Senior Customer Success Manager

📍 Location: New York City 🏙️ Office requirement: Hybrid, 2 days per week in the office 📝 Employment type: Permanent 💰 Salary: $80k - $90k + commissions  

At GWI we’re always looking for extraordinary people who thrive on making an extraordinary impact. Right now we’re looking for a Senior Customer Success Manager to play a key role in our Majors Customer Success Team in NYC. If that’s you, and making a difference gets you out of bed in the morning, keep reading. It could be the start of something, well, extraordinary.

 

Sounds great, what will I be doing? 🤔

As our Senior Customer Success Manager you’ll be part of a dynamic global Revenue team reporting to the Senior Customer Success Director. You will be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement, in line with GWI's growth strategy across your book of business.

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 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:

👉 Demonstrated experience as a Senior Customer Success Manager or in an equivalent client-facing role, specifically skilled in managing customer renewals and fostering strong client relationships. 👉 Possesses strong analytical skills with a keen attention to detail, capable of interpreting data and effectively bringing it to life with compelling stories through confident presentations 👉 A dedicated team player who excels at building strong relationships with colleagues while also demonstrating the ability to work autonomously and proactively identify process improvements. 👉 Exhibits a genuine passion for working with people and helping others. Possesses a natural inclination to seek out improvements in processes and ways of working.  

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 call with the Talent Team (no video required) 👉 First video interview with the hiring managers  👉 Second (and 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: 23 days’ annual leave | End-of-year office closur