Customer Success Manager

GBG Plc

Customer Success Manager managing enterprise and strategic accounts while enhancing customer engagement and value realization at GBG. Collaborating with internal teams to ensure customer success and growth.

Posted 6/8/2026full-timeAtlanta • Massachusetts, New Hampshire • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

**What you will do**
- 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
Note: 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.

Requirements

What you’ll need

**Skills we are looking for**
- 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
- 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

Benefits

Comp & perks

**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 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.

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Hard Skills & Tools

customer retentiondata analysisaccount planningexecutive business reviewsproduct adoptionrisk managementcustomer success strategiesautomationAI

Soft Skills

relationship managementanalytical skillsproactive mindsetsolutions-orientedownershipadaptabilitycuriositycross-functional collaborationcommunication