Department: GSMA Industry Services
Team: Sales
Location: London (Hybrid 2-3 days in the office)
Position type: Permanent
What the hiring manager says
The Client Success Manager plays a critical role in maintaining and expanding GSMA’s Industry Services client base. You will be responsible for ensuring maximum revenue generation from each of our clients, offering an exceptional customer experience, maximising service adoption, driving renewals, and delivering growth through cross-sell, upsell, and referral initiatives. You’ll build trusted relationships with clients, turning satisfied customers into long-term revenue and advocates for GSMA’s portfolio.
About the Team
GMSA Industry Services provide a comprehensive set of data and industry solutions aimed at empowering members, customers, and partners to gain valuable insights, boost revenue, minimise inefficiencies, and enhance customer satisfaction. We work directly with a wide range of global entities — including telecommunications operators, insurance providers, fintech companies, and government organisations. Our team is characterised by passion, expertise, and diligence, actively championing GSMA’s values in every customer interaction and internal collaboration.
About the role
Revenue & Retention targets
Reach and exceed your revenue targets for repeat business across a range of services at a team plus individual level
Achieve net new cross sell/upsell revenue targets & achieve a net new referral revenue target
Implement proactive strategies to achieve high retention and renewal rates to increase account value and customer lifetime revenue
Collaborate with the Head of Client Success and Sales Director on account expansion strategies and renewal planning
SME Revenue Generation
Working closely with your regional Business Development Director and Sales Director identify new sales opportunities within new SME accounts
Manage and respond to SME leads and convert to sales
Account Management
Build and maintain trusted relationships with key customer stakeholders at all levels, mapping out a client to understand the users and purchasers of each service and where they sit in the decision-making process
Exploit cross sell, upsell and multi-service opportunities to ensure maximum revenue generation from each account
Serve as the main point of contact for client inquiries, issues, and escalations, ensuring swift and effective resolution
Customer Onboarding and Training
Guide customers through onboarding to ensure a seamless and positive start
Deliver training sessions and provide resources that enable clients to use GSMA Intelligence and Industry Services effectively
Data Analysis
Analyse customer usage data, feedback, and behavioural trends to identify at-risk accounts and growth opportunities
Use insights to recommend actions that improve adoption, satisfaction, and renewal likelihood
Customer Advocacy
Foster customer advocacy by encouraging testimonials, referrals, and participation in case studies or speaking opportunities
Partner with marketing to highlight customer success stories and industry impact
Feedback Loop
Gather, synthesise, and share customer insights with product, data, and development teams to drive service enhancements
Collaborate with internal teams to align new features and updates with client needs and market trends
Renewal Management
Own and manage the end-to-end renewal process, ensuring early engagement and proactive issue resolution
Maintain visibility of contract lifecycles and forecast renewal outcomes accurately
Metrics and Reporting
Deliver against defined KPIs, including: Retention revenue of £1M+ per annum
Upsell/Cross-sell growth of approx. £100-£150K per annum
Renewal success: 90%+ depending on the service
Produce regular reports for leadership on account health, renewal performance, and growth outcomes
About You
Proven experience in customer success, client retention, or account management roles — ideally within telecoms, technology, or data services…