Customer Success Manager

GBG•Chicago, IL

48d

About The Position

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.

Requirements

Minimum 3+ years in customer-facing roles, including day-to-day account management and senior-level stakeholder engagement.
Proven track record of owning and managing customer meetings, including quarterly business reviews (QBRs).
Demonstrated ability to develop customer account plans and perform SWOT analysis.
Strong passion for delivering best-in-class customer experience.
Ability to translate data into compelling success stories and actionable insights.
Comfortable working cross-functionally with Sales, Marketing, Product, and Operations in a fast-paced environment.
Proactive mindset for identifying solutions and managing execution to completion.
Interest in product capabilities and applying them to solve customer challenges.
Agility to work in ambiguous situations and apply an entrepreneurial approach to new challenges.
Curiosity to explore innovative methods, including leveraging AI for faster, more efficient customer value delivery.
Familiarity with Microsoft Office Suite, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms.
Experience in identity verification, fraud prevention, or familiarity with industries such as gaming, banking, fintech, lending, insurance, retail, or technology.

Responsibilities

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