Position type: Contract until December 31st 2026
What the hiring manager says
This is an opportunity to take ownership of a portfolio of existing GSMA Intelligence subscription customers and make a direct, measurable impact on recurring revenue and customer retention.
You will join a growing commercial team that has developed from a single role into a team of four with this hire. Previously, one person managed a mix of new business and renewals. We have now created a more structured model that separates these responsibilities so each area can be managed with the right focus and skill set. This role will have clear ownership of renewals and customer success, while working closely with colleagues focused on new business, sales operations and wider commercial growth. You will have the opportunity to shape how this function develops, with direct support, autonomy and visibility across the business.
Under my leadership, you will be given clear ownership, practical support and the freedom to shape a more structured and effective renewals and customer-success approach.
About the Role
The role will be responsible for managing customers through the renewal journey, understanding the value they receive from GSMA Intelligence, identifying risks early and helping customers build a clear case for continuing their subscription. You will combine commercial account management with customer success, using engagement, adoption and business outcomes to support confident renewal conversations.
You will independently manage standard renewals from initial customer engagement through to commercial completion, including value reviews, proposals, pricing discussions, procurement coordination and internal forecasting. You will also identify opportunities to expand relationships through additional users, products or services where these genuinely support the customer’s objectives.
This is a hands-on role with clear commercial accountability. Success will be visible through revenue retained, at-risk customers recovered, renewals progressed and the quality of the customer and renewal pipeline left behind.
For the successful candidate, this is an opportunity to:
- Take meaningful ownership of an international portfolio of telecoms, technology, government and professional-services customers.
- Develop experience across account management, customer success, commercial negotiation and subscription renewals.
- Work with a globally recognised research, data and consulting business at the centre of the mobile industry.
- Collaborate with analysts, product specialists and senior commercial colleagues to solve real customer challenges.
- Help shape a more structured and effective renewals and customer-success function within GSMA Intelligence.
The role would suit someone who is commercially confident, highly organised and curious about how customers use data and research to make better decisions. You should be comfortable building relationships, discussing value and pricing, asking directly for commercial commitment and taking responsibility for progressing opportunities to completion.
You will take ownership of a portfolio of existing GSMA Intelligence subscription customers, managing the relationship from ongoing engagement through to renewal. You will work with customers to understand how they use our data, research and analyst expertise, identify the value the subscription is delivering and address any risks that could affect retention. You will lead renewal conversations, prepare proposals, manage pricing and procurement discussions, maintain an accurate forecast and progress each opportunity through to completion.
Success in the role will be measured by the subscription revenue you retain, the number of renewals completed on time, the accuracy of your pipeline and your ability to identify risks early enough to act on them. You will also help customers get more from their subscription by connecting the service to their business priorities, strengthening relationships across different teams and identifying appropriate opportunities for additional users, products or services. You will be expected to combine a positive customer experience with clear commercial ownership, including asking directly for decisions and confidently managing challenging renewal conversations.
You will be part of a growing commercial team with dedicated responsibility for renewals and customer success, working alongside colleagues focused on new business and commercial operations. You will also collaborate closely with analysts, product specialists, finance, legal and the wider GSMA to resolve customer needs and ensure a smooth renewal process. This gives you the opportunity to work across an international customer base that includes mobile operators, technology companies, regulators, governments and professional services organisations.
During your first six months, you will be expected to build a strong understanding of the GSMA Intelligence portfolio, take independent ownership of standard renewals and establish a clear view of the health, value and commercial status of your assigned accounts. By the end of the contract, you will have maximised retention across the renewal book, created meaningful progress on upcoming renewals and helped shape a more structured and effective approach to customer success and recurring revenue.
Commercial Awareness
The role must understand subscription value, revenue retention, pricing, renewal risk and when an expansion or concession is commercially appropriate.
Delivery
Success depends on taking ownership of a renewal portfolio, maintaining momentum and progressing opportunities through customer discussions, procurement and contracting to completion.
Communication
The candidate must explain GSMA Intelligence clearly, run effective customer conversations, write strong commercial messages and translate usage into meaningful business value.
Stakeholder Management
Renewals often involve users, budget holders, procurement, legal and internal GSMA teams. The candidate will need to coordinate these groups and build relationships beyond a single customer contact.
Influence
The role requires the ability to help customers recognise the value they have received, build internal support for renewal, handle objections and secure commercial commitment without relying on formal authority.
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 [email protected] with your request.
Contract type
Short term Contractor
Worker type
Contingent Worker
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.
