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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

As a Customer Success Manager (CSM) at GBG, you will serve as a strategic advisor to a portfolio of customers, guiding them from contract signature through onboarding, adoption, value realization, renewal, and expansion. We are hiring for both a Mid-Market Customer Success Manager and an Enterprise Customer Success Manager. While both roles focus on customer outcomes, retention, and growth, the Mid-Market role emphasizes scalable customer engagement across a broader portfolio, whereas the Enterprise role is focused on managing complex strategic relationships with larger customers and executive stakeholders.

The Role - Customer Success Managers

As a Customer Success Manager at GBG, 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

GBG is currently hiring for two Customer Success Manager positions:

Customer Success Manager, Mid-Market

The Mid-Market CSM will manage a portfolio of growing customers, driving adoption, retention, and expansion through scalable engagement strategies. This role requires the ability to effectively manage multiple customer relationships, proactively identify opportunities, and deliver value through structured success plans and business reviews.

Key focus areas:

• Managing a larger portfolio of Mid-Market customers
• Driving product adoption and customer health at scale
• Supporting renewals and identifying expansion opportunities
• Developing relationships with business and operational stakeholders
• Delivering consistent customer engagement through success planning and business reviews

Customer Success Manager, Enterprise

The Enterprise CSM will serve as a strategic advisor to a portfolio of GBG's largest and most complex customers. This role requires experience managing executive-level relationships, navigating complex organizational structures, and driving long-term strategic partnerships that maximize customer value and business outcomes.

Key focus areas:

• Managing strategic Enterprise customer relationships
• Engaging executive stakeholders and influencing business outcomes
• Leading complex account planning and customer success strategies
• Driving retention, growth, and multi-product expansion opportunities
• Coordinating cross-functional resources to support customer objectives

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

Additional Qualifications – Mid-Market CSM

• Experience managing a portfolio of Mid-Market accounts
• Ability to drive customer engagement and value realization at scale
• Strong organizational and prioritization skills across multiple customer relationships

Additional Qualifications – Enterprise CSM

• Experience supporting Enterprise or strategic accounts
• Proven success partnering with executive stakeholders
• Ability to navigate complex organizations and influence strategic business outcomes
• Experience building executive business reviews and long-term account strategies

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 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.