Customer Success Associate

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 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.

If you enjoy solving problems, telling meaningful stories with data, and turning satisfied customers into advocates, this role offers an excellent foundation for a long-term career in Customer Success.

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

Skills we are looking for

• 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

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.