Customer Success Associate

Enabling 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.Customer Success TeamAt 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 AssociateAs 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.What you will doManage base revenue retention across a large portfolio of customers using GBG solutions, leveraging systems and tools to drive scalable engagementeMonitor customer health metrics, identify trends and risks, and implement improvement plans where neededBuild and deepen relationships with existing customer contacts while identifying and engaging new stakeholdersIdentify 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 planningDevelop strong expertise in GBG’s solutions and articulate their value across multiple customer use casesGuide customers toward best-practice product adoption aligned to their business needsMonitor daily volumes and usage patterns to identify peaks, valleys, or anomalies, and coordinate appropriate actions or resolutionsCollaborate closely with Customer Support to understand recurring issues and broader customer or vertical-level trendsWork cross-functionally with internal teams to resolve customer needs efficiently and effectivelyIdentify and champion opportunities to improve operational efficiency for both customers and GBGDemonstrate curiosity by leveraging existing systems, data, and emerging technologies, including AI, to enhance customer value and engagementSkills we are looking forMotivated self-starter eager to work directly with customers and build a career in Customer SuccessPassion for delivering a best-in-class customer experienceConfidence owning and managing customer escalations through resolutionAbility to translate data, insights, and outcomes into clear and compelling success storiesComfort working cross-functionally in a fast-paced, dynamic environmentProactive, solutions-oriented mindset with strong execution skillsGenuine interest in product capabilities and how they solve real customer problemsAgility to operate in ambiguous situations with an entrepreneurial approachCuriosity about new ways of working, including using AI and automation to deliver value faster and more efficientlyFamiliarity with tools such as Microsoft Office, Salesforce, Power BI or Tableau, Gong, and/or customer success platformsExperience in identity verification or fraud prevention or familiarity with sectors such as gaming, banking, fintech, lending, insurance, retail, or technology, is a plusTo find out moreAs 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 behired@gbgplc.com 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.