Job Description

We’re looking for a Head of Customer Success to join us here at GWI. Not just any Head of Customer Success 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

As the Head of Customer Success, you’ll be leading a team of dedicated CS professionals who are at the tip of the spear for everything we do at GWI.  In CS, we are customers obsessed and they are at the heart of everything we do.  Your team works across all ranges of customers including agencies, media, and brands from the smallest to the largest.  You’ll constantly be innovating new ways to improve the customer experience, advocate for your team, be the voice of the customer within the GWI org and help drive better and more efficient ways for your team to drive usage and mass adoption of GWI solutions.

What you’ll be doing

The Customer Success team at GWI is responsible for helping clients achieve their desired outcomes through the adoption and practical application of our platform and data sets. This is achieved through proactive relationship building, education, and consultative support. 

Key Roles & Responsibilities 

•  Inspire, attract, and manage a team of high performing Customer Success Managers and Executives 
•  Develop and train the team on customer engagement strategies that prioritize focus on driving adoption, value, and advocacy 
•  Own and evolve the Commercial customer journey, including onboarding, adoption, retention, and expansion with an emphasis on defining and demonstrating value to drive business growth 
•  Understand and utilize internal and client data to drive better business decisions, 

predict/increase client engagement, and optimize processes 

•  Create and roll out structures and processes to support a rapidly growing client base 
•  Act as a strong Voice of the Customer within the dynamic US leadership team to drive a culture and metrics focused on customer experience and service solutions 
•  Serve as an Executive Sponsor for strategic customers and help build strong relationships with senior-level clients through our Client Advisory Board 
•  Partner with marketing and sales excellence to design cadences for customer feature adoption and run thought leadership webinars 
•  Collaborate closely with operations and other product, sales, and marketing stakeholders to strengthen operational components around retention insights, renewals motions, and customer health and adoption metrics and tools 

About you

First things first, as a disruptor in the global market research industry, we haven’t come this far without an 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.

• Experience in people management in customer success, account or technical account management at a SaaS and/or Market Research Company
• Track record of building processes and developing metrics for success for client-facing teams
• Natural mentor with experience developing people and unlocking talent
• Demonstrated experience with a variety of CS-focused tools including both proprietary and 3rd party applications

Our benefits

Great benefits make a big difference. Not just to employees, but to the whole vibe of a business. That’s why when you work for us, you’ll enjoy a full spectrum of generous perks, rewards, and office benefits – all in line with Covid-19 guidelines of course.

• Competitive salary and [unrivaled commission plans/performance-based bonus]
• 23 PTO days and an extra duvet day for a time when you really need it
• Flexitime and a great work-life balance (don’t just take our word, check out Glassdoor!) 
• Allocated shares according to GWI’s share scheme 
• A range of discounts and freebies
• LinkedIn Learning and ongoing Learning and Development opportunities
• Health insurance at only a $1 a month, plus dental and vision insurance
• Pre-tax commuter benefits
• Automatic 401k enrolment
• A well-stocked kitchen and breakfast options galore (some healthy, some not so healthy) – should you wish to attend our offices, while observing Covid-19 guidelines
• Holiday and summer parties, trivia nights, happy hour drinks, and more
• Early finishes on Friday

Who we are

GWI was founded with the knowledge that understanding your audience is really important for business. When you know who you’re speaking to and why you can create content and campaigns that stand out to the people that matter.

Through our global online survey, we gather data on the behavior and perceptions of consumers across the world. This provides businesses with deep, actionable insights on their audience, revealed from data they trust. 

It’s been going well, too. Since launching in 2009, we’ve become one of the UK’s fastest-growing target audience companies. We’re not about to stop growing any time soon. As a business, we’re on a mission to re-engineer data-driven marketing, and we’re on the lookout for talented people to join us.

Diversity & Inclusion

Imagine if our data came from just one kind of person. We’d get a very nuanced view of the world. And we definitely wouldn’t have gotten off the ground as a business.

Although things certainly aren’t perfect, we live in a society where differences are increasingly celebrated – so we’d expect nothing else from our teams.  In fact, the GWI office is as diverse as our global data, it’s really important to us that it stays that way.  This is a place to feel at home, express yourself freely and make your mark.