Customer Success Manager, Loqate (4026)

GBG Plc; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

GBG Plc in New York is seeking a Customer Success Manager to be the strategic partner for a portfolio of clients. You will lead customer onboarding, drive product engagement, and ensure clients achieve their business goals through our solutions.

The ideal candidate has a strong background in customer-facing roles, passion for customer experience, and skills in data analysis. Experience with Salesforce and Microsoft Office is required. Join GBG to help create rewarding digital lives for everyone.

Qualifications

• Previous experience in customer-facing roles.
• Passion for providing an exceptional customer experience.
• Comfortable managing customer meetings and business reviews.

Responsibilities

• Own the customer onboarding process.
• Design and measure customer health metrics.
• Manage contract renewals and engagement strategies.

Skills

Customer engagement

Relationship building

Data analysis

Proactive problem solving

Cross-functional collaboration

SWOT analysis

Tools

Salesforce

Microsoft Office

Power BI/Tableau

Job description

Enabling safe and rewarding digital lives for genuine people, everywhere.

We make it our mission to ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people. Our technology draws on diverse and reliable data to create a single point of truth for identity and address verification.

With over 30 years of experience behind us our team and technology are focused on enabling safe and rewarding digital lives for everyone. Regardless of age, location or background, genuine people everywhere should be able to digitally prove who they are and where they live.

Customer Success Team

At GBG, we don't just provide products — we deliver valued solutions to help our customers grow their business. This is a unique opportunity to join our ever-evolving Customer Success team and have a direct impact on how our organization serves as the connection point between our customers, our solutions, and the rest of the GBG organization. We will work together under the guiding principle that healthy customers are growing customers and to achieve that requires:

• Understanding our customer's goals and quantifying how GBG helps achieve them
• Demonstrating curiosity in our customer's needs and their business strategy
• Building relationships and engagements across different levels of our customers
• Partnering cross functionally within GBG to operate on behalf of our customers
• Challenging both our customers and GBG team on new ways to innovate for growth

The Role - Customer Success Managers

As a Customer Success Manager at GBG, you'll be the strategic partner to a portfolio of clients engaging with them from signature through onboarding, adoption, and long-term value realization. Your role centres on building trusted relationships, driving product engagement, and ensuring customers achieve their business goals through our solutions. You'll collaborate cross-functionally to deliver a seamless customer experience for a healthy engagement. This includes proactively managing renewals, identifying expansion opportunities, and serving as the voice of the customer to influence internal priorities. Expect a dynamic mix of consultative problem-solving, data-driven insights, and advocacy that turns satisfied customers into loyal champions.

What You Will Do

• 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

Skills we are looking for

• 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

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 [e-mail] 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.