Customer Success Manager, GB Group
Loqate
Identity verification and fraud prevention solutions
Be an early applicant
Identity verification and fraud prevention solutions
1001+ employees
Be an early applicant
1001+ employees
Company mission
To ensure more genuine people have digital access to opportunities, and businesses have access to more genuine people.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Founded in 1989 as a mailing system in Cheshire, GB Group became an information management company before several acquisitions and name changes led it full circle back to operations under GB Group - or GBG. Now valued at $706M, the company created an international identity verification service that is its current leading product.
With 21 countries under its wing and companies such as IBM and HSBC using its services, GBG simplifies employee onboarding, cyber security, and personal data protection with a friction-free digital platform.
With international revenues steadily growing, GBG managed to navigate the market from acquired startup to company-acquiring global leader. However, the rocky economic climate in the UK has led to GBG's purchase by US private equity firm GTCR in September 2022, a growing trend among foreign companies in the UK tech industry. Since then, however, GBG has gone on to win contracts with award-winning companies like Shoplazza, indicating that it has retained its momentum post-acquisition and is ready to continue upwards.
Freddie
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Leadership
Dev Dhiman
(CEO)Dev has been with GBG since 2020, initially joining as a Managing Director of Asia Pacific before becoming CEO in 2024. They previously spent 12 years at Experian in various Directorial roles and 3 years at Deloitte UK as a Senior Associate and Assistant Manager.
David Ward
(CFO)Prior to joining GBG in 2021, David spent over 10 years at AVEVA as Head of Finance, CFO and Finance Director & Company Secretary. He was also an Senior Assurance Manager for over 13 years at EY.
James Gothard
(COO)James joined GBG in 2025 as the Chief Strategy Officer, he moved into the role of Chief Operating Officer in 2026. Prior to GBG, he spent 20 years at Experian in various roles, including GM of Credit Services & Strategy, South East Asia.
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