Customer Success Manager

Job Description

Job Description

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.

Customer Success Team

At GBG, we go beyond delivering products, we partner with our customers to help them grow with confidence. Our Customer Success team sits at the heart of that mission, acting as the connective tissue between our customers, our solutions, and our internal teams.

This is an exciting opportunity to join Customer Success at a formative stage and help shape how GBG scales customer engagement, value realization, and long-term partnerships. We believe that healthy customers are growing customers , and achieving that means:

• Deeply understanding our customers’ goals and quantifying how GBG helps them succeed
• Bringing curiosity to customer challenges and business strategies
• Building trusted relationships across multiple levels within customer organizations
• Partnering cross-functionally at GBG to advocate for customer needs
• Challenging both customers and ourselves to innovate and drive meaningful growth

You’ll be part of a collaborative, forward-thinking team that values ownership, curiosity, and customer advocacy.

The Role - Customer Success Managers

We are hiring two Customer Success Managers to support our highest‑value customers across two distinct portfolios:

Customer Success Manager – Enterprise

• Manage a portfolio of 25–30 enterprise accounts
• Focus on scalable engagement, retention, and expansion
• Balance strategic conversations with operational execution

Customer Success Manager – Strategic

• Manage a small portfolio of 5–7 strategic accounts
• Work with high‑volume, high‑complexity customers
• Deliver deeply consultative, high‑touch engagement with significant executive visibility

In both roles, you will serve as a strategic partner from contract signature through onboarding, adoption, value realization, renewal, and growth. You will collaborate closely with Sales, Customer Growth, Onboarding, Product, and Support to ensure customers achieve their business objectives through GBG’s solutions.

These roles are ideal for customer‑centric leaders who thrive in complex environments, enjoy influencing outcomes, and want to play a meaningful role in long‑term customer and company growth.

What you will do

• Own base revenue retention across your assigned portfolio, proactively managing renewals and long‑term account health
• Build and maintain trusted relationships with stakeholders across operational, technical, and executive levels
• Measure and monitor customer health, usage, and risk signals; create and execute success or recovery plans as needed
• Lead high‑impact customer engagements, including executive business reviews, account planning, and renewal discussions
• Identify and articulate new customer challenges and collaborate with Customer Growth and Sales teams to surface expansion opportunities (CSQLs)
• Develop deep expertise in GBG’s solutions and clearly demonstrate how they support customer business outcomes
• Guide customers through best‑practice product adoption aligned with their goals and regulatory requirements
• Analyze usage trends, volumes, and performance data to identify anomalies, risks, or optimization opportunities
• Partner closely with Support and Product teams to resolve issues, surface trends, and influence roadmap priorities
• Operate cross‑functionally to advocate for customers and drive alignment across GBG
• Continuously identify opportunities to improve efficiency, scalability, and the overall customer experience
• Leverage emerging technologies, including AI and automation, to enhance engagement and value delivery

Note: Strategic CSMs will spend more time in executive‑level engagement, complex escalations, and high‑volume operational oversight, while Enterprise CSMs will focus on portfolio‑level impact, scalability, and growth across a broader customer set.

Requirements

Skills we are looking for

• Proven experience in customer‑facing roles supporting enterprise and/or strategic accounts
• Strong ability to manage senior‑level and executive customer relationships
• Track record of driving customer retention, adoption, and long‑term value realization
• Experience leading executive business reviews, renewal discussions, and account planning
• Strong analytical skills with the ability to translate data into clear, compelling success stories
• Comfort working cross‑functionally in a fast‑paced, matrixed organization
• Proactive, solutions‑oriented mindset with strong ownership and follow‑through
• Deep curiosity about product capabilities and applying them to complex customer challenges
• Ability to operate effectively in ambiguity with an entrepreneurial, adaptable approach
• Interest in leveraging automation, AI, and scalable processes to improve customer outcomes
• Familiarity with tools such as Salesforce, Microsoft Office, Power BI or Tableau, Gong, and Customer Success platforms
• Experience in identity verification, fraud prevention, or related industries such as fintech, banking, gaming, lending, insurance, retail, or technology is a strong plus

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 View email address on ziprecruiter.com 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.