Customer Success Manager

GBG • Manchester, NH

3d

About The Position

Enabling safe and rewarding digital lives for genuine people, everywhere. GBG's 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. Genuine people everywhere should be able to digitally prove who they are and where they live, regardless of age, location, or background.

The Customer Success Team at GBG goes beyond delivering products; they partner with customers to help them grow with confidence. The Customer Success team acts as the connective tissue between customers, solutions, and 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. The belief is that healthy customers are growing customers, which involves deeply understanding customer 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, and challenging both customers and GBG to innovate and drive meaningful growth. You’ll be part of a collaborative, forward-thinking team that values ownership, curiosity, and customer advocacy.

Requirements

• Proven experience in customer-facing roles supporting enterprise and/or strategic accounts
• Strong ability to manage senior-level and executive customer relationships
• Track record of driving customer retention, adoption, and long-term value realization
• Experience leading executive business reviews, renewal discussions, and account planning
• Strong analytical skills with the ability to translate data into clear, compelling success stories
• Comfort working cross-functionally in a fast-paced, matrixed organization
• Proactive, solutions-oriented mindset with strong ownership and follow-through
• Deep curiosity about product capabilities and applying them to complex customer challenges
• Ability to operate effectively in ambiguity with an entrepreneurial, adaptable approach
• Interest in leveraging automation, AI, and scalable processes to improve customer outcomes

Nice To Haves

• Familiarity with tools such as Salesforce, Microsoft Office, Power BI or Tableau, Gong, and Customer Success platforms
• Experience in identity verification, fraud prevention, or related industries such as fintech, banking, gaming, lending, insurance, retail, or technology is a strong plus

Responsibilities

• Own base revenue retention across your assigned portfolio, proactively managing renewals and long-term account health
• Build and maintain trusted relationships with stakeholders across operational, technical, and executive levels
• Measure and monitor customer health, usage, and risk signals; create and execute success or recovery plans as needed
• Lead high-impact customer engagements, including executive business reviews, account planning, and renewal discussions
• Identify and articulate new customer challenges and collaborate with Customer Growth and Sales teams to surface expansion opportunities (CSQLs)
• Develop deep expertise in GBG’s solutions and clearly demonstrate how they support customer business outcomes
• Guide customers through best-practice product adoption aligned with their goals and regulatory requirements
• Analyze usage trends, volumes, and performance data to identify anomalies, risks, or optimization opportunities
• Partner closely with Support and Product teams to resolve issues, surface trends, and influence roadmap priorities
• Operate cross-functionally to advocate for customers and drive alignment across GBG
• Continuously identify opportunities to improve efficiency, scalability, and the overall customer experience
• Leverage emerging technologies, including AI and automation, to enhance engagement and value delivery

Benefits

• 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 [email protected] 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed