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GBG Plc · 1 day ago

Customer Success Manager

Atlanta Metro

Full-time

Onsite

Mid Level

3+ years exp

GBG Plc is dedicated to enabling safe and rewarding digital lives for genuine people everywhere. As a Customer Success Manager, you will be the strategic partner to a portfolio of clients, focusing on building trusted relationships and ensuring customers achieve their business goals through GBG's solutions.

AnalyticsComputerData IntegrationFraud DetectionInformation ServicesInformation TechnologyMachine LearningSecuritySoftware

Hiring Manager

LaToya LeGree, SHRM-CP

Responsibilities

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

Qualification

Customer account managementData analysisCross-functional collaborationCustomer success platformsIdentity verificationMicrosoft Office SuiteSalesforcePower BI/TableauGongProactive mindsetCuriosity

Required

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

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

Familiarity with Microsoft Office Suite, Salesforce, Power BI/Tableau, Gong, and/or Customer Success platforms

Experience in identity verification, fraud prevention, or familiarity with industries such as gaming, banking, fintech, lending, insurance, retail, or technology