Customer Success Associate

GBG•Atlanta, GA

About The Position

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.

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