Customer Success Manager

GBG Plc

Customer Success Manager engaging a portfolio of clients at GBG from onboarding to long-term value realization. Collaborating cross-functionally for customer success and driving product engagement.

Posted 6/22/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Tableau

About the role

Key responsibilities & impact

Own the customer onboarding process to ensure a smooth implementation and quick time to value
Help design and measure health metrics and implement improvement plans as required
Build relationships with existing contacts and identify new contacts to deepen engagement
Responsible for contract renewals including revenue retention and growth
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.

Requirements

What you’ll need

Previous experience working directly in customer facing roles including day-to-day and senior level engagements
Passion for providing a best-in-class customer experience
Owning and managing customer meetings including business reviews
Developing customer account plans and/or SWOT analysis
Ability to translate data into compelling success stories
Comfort working cross-functionally across a variety of internal departments in a fast-paced environment
Proactive mindset in identifying solutions for customers and ability to manage through execution
Interest in product capabilities and how to apply them as solutions for customer needs
Agility to work in grey areas and apply an entrepreneurial mindset to tackle new challenges
Curiosity in new ways or operating including leveraging AI to provide value to our customers quicker and more efficiently
Familiarity working with Microsoft Office, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms
Experience in location addressing or related industries such as fintech, banking, gaming, lending, insurance, retail, or technology is a strong plus

Benefits

Comp & perks

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 onboardinghealth metricsbusiness reviewsaccount plansSWOT analysisdata translationproduct adoptionsolution identificationcustomer engagementrevenue retention

Soft Skills

customer experiencecross-functional collaborationproactive mindsetentrepreneurial mindsetcuriosityagilityrelationship buildingcommunicationproblem-solvingexecution management