Customer Success Manager, Loqate (4026)

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.

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 ever-evolving Customer Success team and have a direct impact 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

As a Customer Success Manager (CSM) at GBG, you will serve as a strategic advisor to a portfolio of customers, guiding them from contract signature through onboarding, adoption, value realization, renewal, and expansion. We are hiring for both a Mid-Market Customer Success Manager and an Enterprise Customer Success Manager. While both roles focus on customer outcomes, retention, and growth, the Mid-Market role emphasizes scalable customer engagement across a broader portfolio, whereas the Enterprise role is focused on managing complex strategic relationships with larger customers and executive stakeholders.

As a Customer Success Manager at GBG, 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 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

GBG is currently hiring for two Customer Success Manager positions:

Customer Success Manager, Mid-Market

The Mid-Market CSM will manage a portfolio of growing customers, driving adoption, retention, and expansion through scalable engagement strategies. This role requires the ability to effectively manage multiple customer relationships, proactively identify opportunities, and deliver value through structured success plans and business reviews.

Key focus areas:

• Managing a larger portfolio of Mid-Market customers
• Driving product adoption and customer health at scale
• Supporting renewals and identifying expansion opportunities
• Developing relationships with business and operational stakeholders
• Delivering consistent customer engagement through success planning and business reviews

Customer Success Manager, Enterprise

The Enterprise CSM will serve as a strategic advisor to a portfolio of GBG's largest and most complex customers. This role requires experience managing executive-level relationships, navigating complex organizational structures, and driving long-term strategic partnerships that maximize customer value and business outcomes.

Key focus areas:

• Managing strategic Enterprise customer relationships
• Engaging executive stakeholders and influencing business outcomes
• Leading complex account planning and customer success strategies
• Driving retention, growth, and multi-product expansion opportunities
• Coordinating cross-functional resources to support customer objectives

What you will do:

• Own the customer onboarding process to ensure a smooth implementation and quick time to value
• Help design and measure health metrics and implement improvement plans as required
• Build relationships with existing contacts and identify new contacts to deepen engagement
• Responsible for contract renewals including revenue retention and growth
• 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.