About the role

Customer Success Manager building trusted relationships with clients, ensuring business goals are achieved through GBG solutions. Collaborating cross-functionally to deliver seamless customer experience in a hybrid work environment.

Responsibilities

**What you will do**
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

**Skills we are looking for**
**Experience:**
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.
**Skills & Competencies:**
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.
**Technical Proficiency:**
Familiarity with Microsoft Office Suite, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms.
**Industry Knowledge:**
Experience in identity verification, fraud prevention, or familiarity with industries such as gaming, banking, fintech, lending, insurance, retail, or technology.

**To find out more**
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.