---
title: 'Commercial Customer Success Manager at GWI'
canonical: 'https://feeny.ai/job/commercial-customer-success-manager-gwi-london-nyzqnj625zfh'
type: 'job'
last_seen: '2026-09-09'
---

# Commercial Customer Success Manager at GWI

- **Company:** GWI
- **Location:** London, United Kingdom
- **Posted:** 2026-08-05
- **Last confirmed live:** 2026-09-09
- **Apply:** https://job-boards.greenhouse.io/globalwebindex/jobs/8646841002

## Job description

Office requirement: Hybrid, 3 days per week in the office Employment type: Permanent Seniority level: mid-senior level Language: All stages of the recruitment process will be conducted in English

At GWI we’re always looking for extraordinary people who thrive on making an extraordinary impact. Right now we’re looking for a Commercial Customer Success Manager to play a key role in our Customer Sucess Team in London. 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 Commercial Customer Success Manager, you’ll:

Be a part of our dynamic global revenue team reporting to the VP Customer Success - Midmarket. You’ll 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.

Working with your dedicated set of clients, you will own, promote, and manage relationships with GWI users and decision-makers to ensure they are obtaining maximum value by realizing the full potential of GWI’s product offering:

- Own and manage the renewal process, ensuring high renewal rates across your account portfolio
- Identify opportunities for further account growth and collaborate with Hybrid Account Executives so that they can create a plan to win these opportunities
- Work with customers to ensure they are successful in driving value and achieving their business goals through their use of GWI’s products
- Focus on driving high customer satisfaction that leads to customer retention and growth by measuring key performance indicators such as churn, retention rate, and Net Promoter Score (NPS)
- Delivering exceptional onboarding for new clients and product training sessions to drive usage, engagement, and expansion opportunities.
- Providing best-in-class support and guidance to users via email, live chat, and video calls
- Work with Hybrid Account Executives to create success plans to document and track the achievement of desired outcomes, such as counteracting churn, supporting revenue growth and expansion, etc.
- Create powerful and relevant training collateral in the form of guides and videos
- Collaborate, support, and build cross-departmental relationships with all teams across revenue, product, marketing, and channel customer feedback to relevant departments
- Ensure superior usage and client engagement across your account portfolio, being proactively involved with users (ie. Pull, interpret, and analyze regular usage reports for risks within each of your accounts)
- Work with marketing to help obtain case studies/testimonials from existing clients
- Oversee and handle user/account administration
- Keep Salesforce up-to-date by logging all activity and engagements

What do I need to bring with me? 🧳

You’ll need to be able to demonstrate the core skills this role requires. Here’s what the team will be looking for in you:

- Minimum of two years of experience in Customer Success or an equivalent client-facing role
- Experience managing customer renewals
- Highly organized and able to juggle multiple tasks at once
- Strong analytical skills with a high attention to detail
- Ability to bring data to life with stories and present with confidence
- Genuine passion for working with people and helping others
- Team player, able to build strong relationships with colleagues
- Ability to work autonomously and look for improvements in ways of working and processes
- Natural ability to switch between different roles and wear different hats
- Bachelor’s Degree or equivalent practical experience

## 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—both as a data company and as a workplace. Our data reflects global realities, and so must our teams. We strive to ensure our workforce is as diverse and inclusive as the insights we provide to our clients.

As a Disability Confident employer, we welcome applications from disabled candidates and are committed to providing all necessary adjustments during the hiring process. We also actively encourage applications from underrepresented and marginalized communities.

At GWI, you will find a place where you can contribute meaningfully, grow professionally, and belong fully.

#li-hybrid

## #LI-LV1

## About GWI

## Company Overview
- **One-liner**: GWI provides a global consumer insights platform that delivers verified, anonymized human data to power smarter business decisions and more reliable AI.
- **Entity Type**: Private (Series B)
- **Headquarters**: London, UK (with hubs in New York, Athens, Prague, and Singapore)
- **Founded**: 2009
- **Founders**: Tom Smith (CEO)

## Core Business
- **Primary Industry**: Market Research & Consumer Insights / AI Data Infrastructure
- **Target Customers**: Brands, agencies, media companies, and tech firms (B2B Enterprise).
- **Mission**: To provide the human truth behind the numbers, making AI smarter, more reliable, and grounded in real human behavior.

## Products & Services
- **GWI Global Human Insights Platform**: A subscription-based SaaS platform that allows users to explore consumer attitudes, interests, and behaviors across 50+ markets. It provides trended data and deep analysis tools.
- **GWI Spark (Agent Spark)**: An AI-powered analyst tool that allows users to query the company's 35 billion data points using natural language, getting instant, data-backed answers. It is designed to integrate with other AI tools like ChatGPT and Claude.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (classified as a "Soonicorn" by Sifted in 2024).
- **Key Metric**: **$100M in total bookings** (achieved in 2025). Total funding raised: **$180M** (Series B in 2022).
- **Notable Investors/Partners**: Not explicitly listed in the provided sources, but the company is backed by institutional investors following its $180M Series B.
- **Growth Signals**: Hit $100M in total bookings in 2025. Recognized by the Financial Times as one of Europe’s Long-Term Growth Champions (2024). Featured on Sifted’s “Soonicorns to watch” list (2024). Processes 35 billion data points and 2M+ interviews annually.

## Competitive Advantages
- **Scale of Proprietary Data**: 35 billion data points from 2M+ interviews annually across 50+ markets, providing a massive, defensible dataset.
- **Verification & Authenticity**: Unlike web-scraped data used by many AI models, GWI’s data is sourced from verified, anonymized survey respondents, making it more reliable and accurate for human truth.
- **First-Mover in AI Integration**: Launching "Agent Spark" positions them at the intersection of market research and the AI agent ecosystem, making their data a critical input for enterprise AI applications.

## Strategic Focus
- **AI-Native Product Development**: Transforming from a traditional insights platform into an AI-powered data infrastructure company. The launch of GWI Spark and making data available inside AI tools are key priorities.
- **Expanding Data Monetization**: Moving beyond direct subscriptions to licensing data for use within third-party AI models and tools.
- **Global Reach**: Continued expansion into key markets like APAC (Singapore office opened in 2021).

## Why Work Here
- **Culture**: Described as open, autonomous, and trust-based. Values include curiosity, collaboration, and a genuine commitment to DEI.
- **Work Environment**: Flexible working hours and a hybrid/office model with hubs in London, New York, Athens, Prague, and Singapore. The company emphasizes that work-life balance is a core principle, not a perk.
- **Growth & Rewards**: Offers bespoke personal development, accredited leadership training, and a data-led rewards program. The company has a "scale-up mindset" with world-changing ambition.
- **Engineering Culture**: Focus on building the "missing element" for the next generation of AI, offering engineers the chance to work on cutting-edge problems at the intersection of data science and AI.

## Sources
1. [gwi.com](https://www.gwi.com/)
2. [gwi.com/careers](https://www.gwi.com/careers)
3. [gwi.com/about-us](https://www.gwi.com/about-us)
4. [en.wikipedia.org](https://en.wikipedia.org/wiki/GWI_(company))
5. [linkedin.com](https://www.linkedin.com/company/gwidotcom)

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