Customer Success Associate

The Role - Customer Success Associate As a Customer Success Associate at GBG, you will manage a large and diverse portfolio of customers using a digital-first engagement model designed for scale. Your focus will be on delivering value throughout the customer lifecycle, driving product adoption, strengthening engagement, mitigating risk, and uncovering growth opportunities. This role blends consultative customer management with data-driven insights and proactive execution. You'll work closely with Sales, Customer Growth, Onboarding, Product, and Support teams to ensure a seamless and consistent customer experience. In addition to supporting renewals and identifying expansion opportunities, you'll serve as a key voice of the customer—bringing insights that help influence internal priorities and long-term product direction. What You Will Do Manage base revenue retention across a large portfolio of customers using GBG solutions, leveraging systems and tools to drive scalable engagement Monitor customer health metrics, identify trends and risks, and implement improvement plans where needed Build and deepen relationships with existing customer contacts while identifying and engaging new stakeholders Identify customer challenges and partner with Customer Growth teams to surface upsell and cross-sell opportunities (CSQLs) Plan and execute key lifecycle engagements, including business reviews, renewal conversations, and internal account planning Develop strong expertise in GBG's solutions and articulate their value across multiple customer use cases Guide customers toward best‑practice product adoption aligned to their business needs Monitor daily volumes and usage patterns to identify peaks, valleys, or anomalies, and coordinate appropriate actions or resolutions Collaborate closely with Customer Support to understand recurring issues and broader customer or vertical‑level trends Work cross‑functionally with internal teams to resolve customer needs efficiently and effectively Identify and champion opportunities to improve operational efficiency for both customers and GBG Demonstrate curiosity by leveraging existing systems, data, and emerging technologies, including AI, to enhance customer value and engagement Requirements Motivated self‑starter eager to work directly with customers and build a career in Customer Success Passion for delivering a best‑in‑class customer experience Confidence owning and managing customer escalations through resolution Ability to translate data, insights, and outcomes into clear and compelling success stories Comfort working cross‑functionally in a fast‑paced, dynamic environment Proactive, solutions‑oriented mindset with strong execution skills Genuine interest in product capabilities and how they solve real customer problems Agility to operate in ambiguous situations with an entrepreneurial approach Curiosity about new ways of working, including using AI and automation to deliver value faster and more efficiently Familiarity with tools such as Microsoft Office, Salesforce, Power BI or Tableau, Gong, and/or customer success platforms Experience in identity verification or fraud prevention or familiarity with sectors such as gaming, banking, fintech, lending, insurance, retail, or technology, is a plus As an equal opportunity employer, we are dedicated to creating a diverse and inclusive workplace where everyone feels valued and empowered. #J-18808-Ljbffr GBG Plc