About the role

Customer Success Associate managing a large and diverse portfolio of customers at GBG. Focus on delivering value throughout the customer lifecycle and enhancing product adoption.

Responsibilities

Manage base revenue retention across a large portfolio of customers using GBG solutions, leveraging systems and tools to drive scalable engagement
Monitor customer health metrics, identify trends and risks, and implement improvement plans where needed
Build and deepen relationships with existing customer contacts while identifying and engaging new stakeholders
Identify 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 planning
Develop strong expertise in GBG’s solutions and articulate their value across multiple customer use cases
Guide customers toward best-practice product adoption aligned to their business needs
Monitor daily volumes and usage patterns to identify peaks, valleys, or anomalies, and coordinate appropriate actions or resolutions
Collaborate closely with Customer Support to understand recurring issues and broader customer or vertical-level trends
Work cross-functionally with internal teams to resolve customer needs efficiently and effectively
Identify and champion opportunities to improve operational efficiency for both customers and GBG
Demonstrate curiosity by leveraging existing systems, data, and emerging technologies, including AI, to enhance customer value and engagement

Motivated self-starter eager to work directly with customers and build a career in Customer Success
Passion for delivering a best-in-class customer experience
Confidence owning and managing customer escalations through resolution
Ability to translate data, insights, and outcomes into clear and compelling success stories
Comfort working cross-functionally in a fast-paced, dynamic environment
Proactive, solutions-oriented mindset with strong execution skills
Genuine interest in product capabilities and how they solve real customer problems
Agility to operate in ambiguous situations with an entrepreneurial approach
Curiosity about new ways of working, including using AI and automation to deliver value faster and more efficiently
Familiarity with tools such as Microsoft Office, Salesforce, Power BI or Tableau, Gong, and/or customer success platforms
Experience in identity verification or fraud prevention or familiarity with sectors such as gaming, banking, fintech, lending, insurance, retail, or technology, is a plus

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.