Customer Success Manager, Loqate

GBG•Manchester, NH

About The Position

Enabling safe and rewarding digital lives for genuine people, everywhere. GBG's mission is to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Their 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, the team and technology are focused on enabling safe and rewarding digital lives for everyone. At GBG, they don’t just provide products — they deliver valued solutions to help customers grow their business. This is a unique opportunity to join their ever-evolving Customer Success team and have a direct impact on how the organization serves as the connection point between customers, solutions, and the rest of the GBG organization. The guiding principle is that healthy customers are growing customers, which requires understanding customer goals and quantifying how GBG helps achieve them, demonstrating curiosity in customer needs and business strategy, building relationships across different levels of customers, partnering cross-functionally within GBG to operate on behalf of customers, and challenging both customers and GBG teams on new ways to innovate for growth. As a Customer Success Manager (CSM) at GBG, you will serve as a strategic advisor to a portfolio of customers, guiding them from contract signature through onboarding, adoption, value realization, renewal, and expansion. GBG is hiring for both a Mid-Market Customer Success Manager and an Enterprise Customer Success Manager. While both roles focus on customer outcomes, retention, and growth, the Mid-Market role emphasizes scalable customer engagement across a broader portfolio, whereas the Enterprise role is focused on managing complex strategic relationships with larger customers and executive stakeholders. As a Customer Success Manager at GBG, your role centers on building trusted relationships, driving product engagement, and ensuring customers achieve their business goals through GBG's solutions. You’ll collaborate cross-functionally 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.

Requirements

Previous experience working directly in customer facing roles including day-to-day and senior level engagements
Passion for providing a best-in-class customer experience
Owning and managing customer meetings including business reviews
Developing customer account plans and/or SWOT analysis
Ability to translate data into compelling success stories
Comfort working cross-functionally across a variety of internal departments in a fast-paced environment
Proactive mindset in identifying solutions for customers and ability to manage through execution
Interest in product capabilities and how to apply them as solutions for customer needs
Agility to work in grey areas and apply an entrepreneurial mindset to tackle new challenges
Curiosity in new ways or operating including leveraging AI to provide value to our customers quicker and more efficiently
Familiarity working with Microsoft Office, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms
Experience managing a portfolio of Mid-Market accounts (Additional Qualifications – Mid-Market CSM)
Ability to drive customer engagement and value realization at scale (Additional Qualifications – Mid-Market CSM)
Strong organizational and prioritization skills across multiple customer relationships (Additional Qualifications – Mid-Market CSM)
Experience supporting Enterprise or strategic accounts (Additional Qualifications – Enterprise CSM)
Proven success partnering with executive stakeholders (Additional Qualifications – Enterprise CSM)
Ability to navigate complex organizations and influence strategic business outcomes (Additional Qualifications – Enterprise CSM)
Experience building executive business reviews and long-term account strategies (Additional Qualifications – Enterprise CSM)

Nice To Haves

Experience in location addressing or related industries such as fintech, banking, gaming, lending, insurance, retail, or technology is a strong plus

Responsibilities

Serve as a strategic advisor to a portfolio of customers, guiding them from contract signature through onboarding, adoption, value realization, renewal, and expansion.
Manage a portfolio of growing customers (Mid-Market) or strategic Enterprise customer relationships.
Drive product adoption and customer health at scale (Mid-Market) or influence business outcomes (Enterprise).
Support renewals and identify expansion opportunities.
Develop relationships with business and operational stakeholders (Mid-Market) or engage executive stakeholders (Enterprise).
Deliver consistent customer engagement through success planning and business reviews.
Own the customer onboarding process to ensure a smooth implementation and quick time to value.
Help design and measure health metrics and implement improvement plans as required.
Build relationships with existing contacts and identify new contacts to deepen engagement.
Responsible for contract renewals including revenue retention and growth.
Craft and execute key engagements during the customer lifecycle including business reviews, internal account plans, and renewal engagements.
Be proficient in GBG’s solutions and the value they provide across various use cases.
Understand customer 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.
Manage complex account planning and customer success strategies (Enterprise).
Coordinate cross-functional resources to support customer objectives (Enterprise).