Customer Success Manager

Enabling safe and rewarding digital lives for genuine people, everywhere

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

About the team and role

Customer Success Team

At GBG, we don’t just provide products. We deliver valued solutions to help our customers grow their business. This is a unique opportunity to join our Customer Success team at the ground floor and have a direct imprint on how our organization serves as the connection point between our customers, our solutions, and the rest of the GBG organization. We will work together under the guiding principle that healthy customers are growing customers and to achieve that requires:

· Understanding our customer’s goals and quantifying how GBG helps achieve them

· Demonstrating curiosity in our customer’s needs and their business strategy

· Building relationships and engagements across different levels of our customers

· Partnering cross functionally within GBG to operate on behalf of our customers

· Challenging both our customers and GBG team on new ways to innovate for growth

The Role

As a Customer Success Manager at GBG, you'll be the strategic partner to a portfolio of clients engaging with them from signature through onboarding, adoption, and long-term value realization. Your role centres on building trusted relationships, driving product engagement, and ensuring customers achieve their business goals through our solutions. You’ll collaborate cross-functionally with Sales, Customer Growth, Onboarding, Product, and Support to deliver a seamless customer experience for a healthy engagement. This includes proactively managing renewals, identifying expansion opportunities, and serving as the voice of the customer to influence internal priorities. Expect a dynamic mix of consultative problem-solving, data-driven insights, and advocacy that turns satisfied customers into loyal champions.

What you will do

• Responsible for base revenue retention on existing GBG solutions within customer portfolio
• Help design and measure health metrics and implement improvement plans as required
• Build relationships with existing contacts and identify new contacts to deepen engagement
• Uncover new customer challenges and provide Customer Growth counterparts with insight into potential upsell/cross-sell opportunities (CSQLs)
• Craft and execute key engagements during the customer lifecycle including business reviews, internal account plans, and renewal engagements
• Proficient in GBG’s solutions and the value they provide across various use cases
• Understand your customer’s needs to guide them through best practice product adoption
• Leverage internal tools to monitor daily volumes to identify any peaks/valleys within current solutions and facilitate appropriate actions and resolutions where needed
• Work with customer support team to understand trends in customer/vertical level commonalities in recurring tickets/issues
• Operate cross-functionally with a wide range of internal teams to address customer needs and issues
• Identify ways in which we can operate more efficiently for the benefit of both our customers and GBG

Requirements

Skills we are looking for

Experience:

• Minimum 3+ years in customer-facing roles, including day-to-day account management and senior-level stakeholder engagement.
• Proven track record of owning and managing customer meetings, including quarterly business reviews (QBRs).
• Demonstrated ability to develop customer account plans and perform SWOT analysis.

Skills & Competencies:

• Strong passion for delivering best-in-class customer experience.
• Ability to translate data into compelling success stories and actionable insights.
• Comfortable working cross-functionally with Sales, Marketing, Product, and Operations in a fast-paced environment.
• Proactive mindset for identifying solutions and managing execution to completion.
• Interest in product capabilities and applying them to solve customer challenges.
• Agility to work in ambiguous situations and apply an entrepreneurial approach to new challenges.
• Curiosity to explore innovative methods, including leveraging AI for faster, more efficient customer value delivery.

Technical Proficiency:

• Familiarity with Microsoft Office Suite, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms.

Industry Knowledge:

• Experience in identity verification, fraud prevention, or familiarity with industries such as gaming, banking, fintech, lending, insurance, retail, or technology.

Benefits

To find out more

As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. Please inform your GBG Talent Attraction Partner if you require any reasonable adjustments to the interview process.

To chat to the Talent Attraction team and find out more about our benefits and why we’re a great place to work, drop an email to [email protected] and we’ll be in touch. You can also find out more about careers at GBG and check out our current opportunities at gbgplc.com/careers.