---
title: 'Senior Customer Success Executive at GWI'
canonical: 'https://feeny.ai/job/senior-customer-success-executive-gwi-london-2bw3v8t0zq0r'
type: 'job'
last_seen: '2026-10-14'
---

# Senior Customer Success Executive at GWI

- **Company:** GWI
- **Location:** London, United Kingdom
- **Posted:** 2026-10-14
- **Last confirmed live:** 2026-10-14
- **Apply:** https://job-boards.greenhouse.io/globalwebindex/jobs/8887254002

## Job description

Location: London, UK Office requirement: Hybrid, 3 days per week in the office Employment type: Permanent

As our Senior Customer Success Executive, you’ll:

Join our global revenue team, reporting to the VP Customer Success - Midmarket, and take ownership of retention and engagement for GWI’s Essentials portfolio: 250 accounts worldwide. You’ll work alongside one other Customer Success Executive to build and run the strategy for keeping these customers engaged, getting real value from our data, and renewing. This role suits someone who wants to shape how scaled Customer Success works, not just follow an existing playbook.

Sounds great, what will I be doing? 🤔

You’ll have real ownership of the portfolio: you’ll set the engagement strategy, decide which accounts need which kind of attention, and track which actions improve retention.

A few things you’ll be responsible for:

- Owning retention outcomes for the portfolio (churn, renewal rate, and NPS), supporting the renewal process, and partnering with Sales and Account Management to secure renewals and surface expansion opportunities
- Using usage and account data to spot at-risk accounts early, and building and carrying out plans to keep them before renewal conversations begin
- Designing and running the CS communications programme for all Essentials clients, including campaigns, webinars, and in-app and email touchpoints that drive adoption and usage at scale
- Guiding users over email, live chat, and video calls, and handling user and account administration
- Turning customer feedback into action by sharing it with Product, Marketing, and Channel teams
- Continuously improving how we scale by testing new approaches, automating where it makes sense, and sharing what works
- Keeping Salesforce accurate by logging all activity and engagements

What do I need to bring with me? 🧳

- Experience in Customer Success, Account Management, or another client-facing role where you were responsible for retention, renewals, or customer engagement, ideally looking after a large number of accounts through a scaled approach
- Strong analytical skills and attention to detail: you’re comfortable using usage data to find risk and opportunity, and can turn it into a story that you present confidently to customers and colleagues
- Clear, engaging written and verbal communication, including writing customer-facing content
- You prioritise well across many accounts, notice what isn’t working, suggest a better way, and follow through
- Strong working relationships across teams are second nature to you, whether with Sales, Product, or Marketing
- 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 – Private Medical Insurance, 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 best for you.

We actively encourage applications from underrepresented and marginalised communities.

At GWI, you'll find a place to 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)

## Other roles at GWI

- [Commercial Customer Success Manager](https://feeny.ai/job/commercial-customer-success-manager-gwi-london-zmp3vye5vtt9) — London, United Kingdom
- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-gwi-new-york-qrpskpjba6kr) — New York, NY
- [Insight Analyst](https://feeny.ai/job/insight-analyst-gwi-london-4p28ha1y5dbt) — London, United Kingdom
- [Product Manager](https://feeny.ai/job/product-manager-gwi-london-zzg1zhg57d6c) — London, United Kingdom
- [Senior Enterprise Account Executive](https://feeny.ai/job/senior-enterprise-account-executive-gwi-london-14e3r0m5t8t1) — London, United Kingdom
- [Account Executive (Majors)](https://feeny.ai/job/account-executive-majors-gwi-london-c87q1tpmwayn) — London, United Kingdom
- [Junior Research Operations Executive](https://feeny.ai/job/junior-research-operations-executive-gwi-athens-zf4jm26vwh44) — Athens, Greece
- [Senior Customer Success Manager](https://feeny.ai/job/senior-customer-success-manager-gwi-london-7sedwpyrqndx) — London, United Kingdom
- [Senior People Business Partner](https://feeny.ai/job/senior-people-business-partner-gwi-london-fp1fgmcaxdkw) — London, United Kingdom
- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-gwi-london-9zh0hp36p21r) — London, United Kingdom