Customer Success Manager, Loqate

About this role

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

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…