Customer Success Manager

Customer Success ManagersEnabling safe and rewarding digital lives for genuine people, everywhereWe 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.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 succeedBringing curiosity to customer challenges and business strategiesBuilding trusted relationships across multiple levels within customer organizationsPartnering cross-functionally at GBG to advocate for customer needsChallenging both customers and ourselves to innovate and drive meaningful growthYou'll be part of a collaborative, forward-thinking team that values ownership, curiosity, and customer advocacy.The Role - Customer Success ManagersWe are hiring two Customer Success Managers to support our highest-value customers across two distinct portfolios:Customer Success Manager – EnterpriseManage a portfolio of 25–30 enterprise accountsFocus on scalable engagement, retention, and expansionBalance strategic conversations with operational executionCustomer Success Manager – StrategicManage a small portfolio of 5–7 strategic accountsWork with high-volume, high-complexity customersDeliver deeply consultative, high-touch engagement with significant executive visibilityIn both roles, you will serve as a strategic partner from contract signature through onboarding, adoption, value realization, renewal, and growth. You will collaborate closely with Sales, Customer Growth, Onboarding, Product, and Support to ensure customers achieve their business objectives through GBG's solutions.These roles are ideal for customer-centric leaders who thrive in complex environments, enjoy influencing outcomes, and want to play a meaningful role in long-term customer and company growth.What you will doOwn base revenue retention across your assigned portfolio, proactively managing renewals and long-term account healthBuild and maintain trusted relationships with stakeholders across operational, technical, and executive levelsMeasure and monitor customer health, usage, and risk signals; create and execute success or recovery plans as neededLead high-impact customer engagements, including executive business reviews, account planning, and renewal discussionsIdentify 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 outcomesGuide customers through best-practice product adoption aligned with their goals and regulatory requirementsAnalyze usage trends, volumes, and performance data to identify anomalies, risks, or optimization opportunitiesPartner closely with Support and Product teams to resolve issues, surface trends, and influence roadmap prioritiesOperate cross-functionally to advocate for customers and drive alignment across GBGContinuously identify opportunities to improve efficiency, scalability, and the overall customer experienceLeverage emerging technologies, including AI and automation, to enhance engagement and value deliveryNote: Strategic CSMs will spend more time in executive-level engagement, complex escalations, and high-volume operational oversight, while Enterprise CSMs will focus on portfolio-level impact, scalability, and growth across a broader customer set.