Client Success Manager, Services

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 sectors
• Strong relationship-building and communication skills, with confidence engaging senior stakeholders
• Analytical mindset with the ability to transform data into actionable insights
• Experience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot)

About your skills

• Delivery - Deeply customer-focused mindset and commitment to delivering exceptional service
• Commercial awareness - Results-driven, with a proven ability to meet or exceed customer success, renewal, and upsell targets
• Analysis - Proactive and solutions-oriented problem solver with strong decision-making skills
• Stakeholder management - Collaborative team player who thrives in a cross-functional, global environment
• Agility - Self-motivated, highly organised, and adaptable to a fast-paced, evolving industry

We strive to offer a meaningful and inclusive application experience for all candidates. Should you require any accommodations or adjustments due to a disability or for any other reason during the hiring process, please contact talent@gsma.com with your request.

Contract type

Worker type

What We Offer

Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile, whatever your role. By joining the GSMA, you will be exposed to a fast-paced rapidly evolving environment, working on global solutions, genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.

In addition to architect-designed offices and competitive compensation, our benefits include fantastic learning & development opportunities, generous holiday allowances, four additional days off for professional development and many others.

To learn more about the GSMA, visit our career site, our LinkedIn page and our Twitter page.

Being You at the GSMA

We care deeply about diversity, equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important, so flexi-time and remote working is available to all staff. We're keen to ensure everyone is equal, represented and connected so we particularly encourage applications from all demographics. The sucess of the GSMA year on year will continue to be contributed by people from all walks of life.

GSMA Values

Our values not only drive our culture – they shape how we work and interact inside and outside our global organisation.

Passionately driven

We approach everything we do with unparalleled capability, tenacity and commitment, knowing that the challenging scale, pace and complexity of our work is what leads to its world-changing impact.

Insightful leaders

We continually develop and engage our expertise, insight and creativity so that we’re always ready to respond to the changing landscape with authority, agility and nuance.

Stronger together

We lean on each other so the industry can lean on us, embracing our diversity by actively seeking out perspectives and skill sets beyond our own, fuelling each other’s successes and constantly asking how we can help.

Underpinning our values is our collective mindset to show up purposefully as good human beings every day, in every situation. When we’re at our best – we are collaborative, considerate and compassionate to others, and we create a safe space for one another to thrive, assuming positive intent in our colleagues. And if we aren’t at our best and the pressure is on – we feel free to be ourselves but still remain curious, lean into the tough stuff and we are always respectful to others and accountable for the part we play.