Senior Customer Success Manager - Enterprise

About the role

We’re looking for a Senior Customer Success Manager to join our Enterprise Customer Success team. This role requires someone who is ambitious, genuine, and works best in a collaborative and forward-thinking environment.

Responsibilities

• 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 the account manager and develop a plan to mitigate
• Work 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

Requirements

• Experience in a Customer Success or Account Management role
• Strong interpersonal skills and experience in building strong internal and external relationships
• Strong Analytical skills with close 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

Qualifications

• 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.

Benefits

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.

Pay

$100,000 to $110,000k and commission plan

Schedule

Weekly office requirement: 3 days per week