Customer Success Manager - Remote Eligible

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