Customer Success Associate

GBG•Atlanta, GA

About The Position

GBG's mission is to enable safe and rewarding digital lives for genuine people by providing technology that draws on diverse and reliable data for identity and address verification. With over 30 years of experience, GBG focuses on ensuring digital access to opportunities for genuine people and businesses. The Customer Success team at GBG partners with customers to foster growth, acting as a link between customers, solutions, and internal teams. This role offers an exciting opportunity to join the Customer Success team at a formative stage, helping to shape customer engagement, value realization, and long-term partnerships. The team believes in understanding customer goals, addressing challenges with curiosity, building trusted relationships, advocating for customer needs cross-functionally, and driving innovation. As a Customer Success Associate, you will manage a large and diverse portfolio of customers using a digital-first engagement model. Your primary focus will be on delivering value throughout the customer lifecycle, driving product adoption, strengthening engagement, mitigating risk, and identifying growth opportunities. This position combines consultative customer management with data-driven insights and proactive execution, requiring close collaboration with Sales, Customer Growth, Onboarding, Product, and Support teams to ensure a seamless customer experience. Beyond supporting renewals and identifying expansion opportunities, you will serve as a key voice of the customer, providing insights that influence internal priorities and long-term product direction. This role is ideal for individuals who enjoy problem-solving, telling meaningful stories with data, and transforming satisfied customers into advocates, offering a strong foundation for a career in Customer Success.

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

Nice To Haves

Experience in identity verification or fraud prevention or familiarity with sectors such as gaming, banking, fintech, lending, insurance, retail, or technology, is a plus

Responsibilities

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