{"id":3968148,"url":"https://alion.io/job/gsma-client-success-manager-services","title":"Client Success Manager, Services","company":{"id":1754302,"name":"GSMA","domain":"gsma.com","url":"https://alion.io/company/gsma-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"LinkedIn","optional":false},{"name":"Salesforce","optional":false},{"name":"X (Twitter)","optional":false}],"status":"live","first_seen_at":"2026-11-09T15:06:30Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T15:06:30Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Department: GSMA Industry Services\nTeam: Sales\nLocation: London (Hybrid 2-3 days in the office)\nPosition type: Permanent\nWhat the hiring manager says\nThe 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.\nAbout the Team\nGMSA 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.\nAbout the role\nRevenue & Retention targets\nReach and exceed your revenue targets for repeat business across a range of services at a team plus individual level\nAchieve net new cross sell/upsell revenue targets & achieve a net new referral revenue target\nImplement proactive strategies to achieve high retention and renewal rates to increase account value and customer lifetime revenue\nCollaborate with the Head of Client Success and Sales Director on account expansion strategies and renewal planning\nSME Revenue Generation\nWorking closely with your regional Business Development Director and Sales Director identify new sales opportunities within new SME accounts\nManage and respond to SME leads and convert to sales\nAccount Management\nBuild 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\nExploit cross sell, upsell and multi-service opportunities to ensure maximum revenue generation from each account\nServe as the main point of contact for client inquiries, issues, and escalations, ensuring swift and effective resolution\nCustomer Onboarding and Training\nGuide customers through onboarding to ensure a seamless and positive start\nDeliver training sessions and provide resources that enable clients to use GSMA Intelligence and Industry Services effectively\nData Analysis\nAnalyse customer usage data, feedback, and behavioural trends to identify at-risk accounts and growth opportunities\nUse insights to recommend actions that improve adoption, satisfaction, and renewal likelihood\nCustomer Advocacy\nFoster customer advocacy by encouraging testimonials, referrals, and participation in case studies or speaking opportunities\nPartner with marketing to highlight customer success stories and industry impact\nFeedback Loop\nGather, synthesise, and share customer insights with product, data, and development teams to drive service enhancements\nCollaborate with internal teams to align new features and updates with client needs and market trends\nRenewal Management\nOwn and manage the end-to-end renewal process, ensuring early engagement and proactive issue resolution\nMaintain visibility of contract lifecycles and forecast renewal outcomes accurately\nMetrics and Reporting\nDeliver against defined KPIs, including:Retention revenue of £1M+ per annum\nUpsell/Cross-sell growth of approx. £100-£150K per annum\nRenewal success: 90%+ depending on the service\n\nProduce regular reports for leadership on account health, renewal performance, and growth outcomes\nAbout You\nProven experience in customer success, client retention, or account management roles - ideally within telecoms, technology, or data services sectors\nStrong relationship-building and communication skills, with confidence engaging senior stakeholders\nAnalytical mindset with the ability to transform data into actionable insights\nExperience with CRM and customer success platforms (e.g., Salesforce, Gainsight, HubSpot)\nAbout your skills\nDelivery - Deeply customer-focused mindset and commitment to delivering exceptional service\nCommercial awareness - Results-driven, with a proven ability to meet or exceed customer success, renewal, and upsell targets\nAnalysis - Proactive and solutions-oriented problem solver with strong decision-making skills\nStakeholder management - Collaborative team player who thrives in a cross-functional, global environment\nAgility - Self-motivated, highly organised, and adaptable to a fast-paced, evolving industry\nWe 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  with your request.\nContract type\nRegularWorker type\nEmployeeWhat We Offer\nWorking 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.\nIn 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.\nTo learn more about the GSMA, visit our career site, our LinkedIn page and our Twitter page.\nBeing You at the GSMA\nWe 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.\nGSMA Values\nOur values not only drive our culture - they shape how we work and interact inside and outside our global organisation.\nPassionately driven\nWe 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.\nInsightful leaders\nWe 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.\nStronger together\nWe 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.\nUnderpinning 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.","description_format":"text","description_chars":7608,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Growth opportunities","Professional development"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Mobile Networks","Exhibitions","Standards & Industry Bodies"],"lifecycle":[{"event":"open","at":"2026-11-09T15:06:30Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":15,"reasons":["conf:5","win:early"],"computed_at":"2026-11-09T20:10:45Z"},"pay":null,"html_url":"https://alion.io/job/gsma-client-success-manager-services","json_url":"https://alion.io/job/gsma-client-success-manager-services.json","meta":{"generated_at":"2026-11-09T20:10:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7070,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1754302},"rest":"https://alion.io/mcp/rest/get_company?id=1754302"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgsma-client-success-manager-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgsma-client-success-manager-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgsma-client-success-manager-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/gsma-client-success-manager-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgsma-client-success-manager-services"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3968148}},{"tool":"search_jobs","arguments":{"company":"gsma.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3968148},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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