VP Customer Success

About this role

Weekly office requirement: Mo/Tue/Thursday
Employment type: Permanent

At GWI we’re always looking for extraordinary people who thrive on making an extraordinary impact. Right now we’re looking for a VP, Customer Success to lead the strategy and execution of retention and expansion across our Enterprise, Majors and Mid-Market customers globally. You'll understand their distinct risk profiles, buying behaviors, and points of leverage—with a dedicated Customer Success Leader for each segment (Enterprise, Majors, and Mid-Market) reporting directly to you. Reporting directly to our CRO, you'll build the coverage model, forecasting rigor, and leadership bench that make renewals and expansion a predictable driver of growth. This is a hands-on leadership role, not a transformation project. You'll inherit strong teams and real client relationships, and you'll own the performance, coaching and development of your Senior Directors and their teams – from our largest, highest-touch enterprise accounts through to segmented majors and mid-market books of business.

Sounds great, what will I be doing?

What you'll be responsible for:

• GRR & NRR targets across Enterprise, Majors and Mid-Market, agreed directly with the CRO.

• The Senior Directors of Customer Success leading each segment – you own their performance, development and progression, plus the wider CSM population beneath them.

• Lifecycle optimisation and community engagement. Execute high-impact initiatives—from onboarding through to user communities—that directly protect renewals and accelerate NRR growth.

• Escalation for your highest-value enterprise clients. You're the senior point of contact and trusted advisor on our data and methodology.

• Drive high-impact programs and initiatives—including customer onboarding and user community engagement—that directly optimize the customer lifecycle, maximize renewal rates, and expand Net Retention Rate (NRR).

It’s also fun; shaking things up is what working for GWI is all about. You’ll need to be flexible, comfortable with continuous change, and working in a high-tempo environment.

What do I need to bring with me?

We're looking for significant experience of progressive Customer Success or Account Management leadership, with proven ownership of renewals and expansion for a segmented book of business. You won't tick every box, but you'll have the judgement to run your segments with autonomy from day one. Here's what we need:

👉 Segmentation and coverage strategy

• Design for the segment, not a single playbook. Build distinct coverage models for Enterprise/Majors (high-touch, high-value, low-volume) and Mid-Market (higher-volume, target-list-driven). Match team structure, cadence and tooling to each.

• Own the numbers. Forecast and report gross and net revenue retention, expansion revenue and health scores – feeding straight into the CRO's view of the business.

👉 Team leadership and talent

• Develop the Customer Success Managers .. Invest in their growth deliberately – clear delegation, stretch ownership, and coaching that build them toward their next role.

• Build a bench. Hire, coach and retain CSMs and managers who can run their book with autonomy. Fast ramp time, strong retention . Build progression routes across the CS organisation – CSM to manager, segment to segment – so strong performers see a future at GWI, and you're not rebuilding capability from scratch every time the business grows.

• Build on the skills that drive retention. Develop your team's ability to hold a consultative, insight-led conversation with teams that span revenue, marketing research,creative and PR/Comms stakeholders Cross-functional influence

• Represent the voice of the customer at the leadership table. Partner with Product, Marketing and RevOps so renewal risk, expansion signal and client feedback actively shape roadmap, packaging and go-to-market Build the infrastructure to scale without linear headcount growth. Evaluate and drive adoption of the CS tech stack to help drive efficient,scalable growth.

👉 Executive presence

• Operate credibly with senior audiences on both sides of the table. Be the escalation point for your largest clients' senior stakeholders, and a clear, data-backed voice into the CRO and Executive Team on segment performance and risk.

Attitude matters just as much. We want people who think big, ask why, and show respect – to everyone, at every level, all the time. That's who we are, and it's a big part of what we're looking for in you.

What We Offer 🧘

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 – 25 days’ annual leave, plus office closures over the holidays.

• Health & wellbeing – Health cash plan, enhanced family benefits, carer days, and mental health support.

• Financial benefits – Competitive salary, 4% pension matching, and recognition programs that celebrate success.

• Flexibility & balance – Flexitime, early Friday finishes, hybrid and remote options, plus a “work from home” budget.

• Career growth – Accredited learning, leadership development, and global career mobility.

• Community & impact – DE&I initiatives, volunteering opportunities, donation matching, and payroll giving.

Put all that together and GWI is the friendliest, most fulfilling place any of us has ever worked.

Diversity, Equity & Inclusion 🫶

Diversity is fundamental to who we are—as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to build a workforce as diverse and inclusive as the insights we deliver.

As a Disability Confident employer, we welcome applications from disabled candidates and are committed to making adjustments throughout the hiring process—whether that's extra time, materials in advance or a different format, breaks, an adjusted interview format, assistive tools, or flexible scheduling. We're happy to discuss whatever would work…