Job Description

Customer Success Operations Manager

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.

About the team and role

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 Customer Success team at the ground floor and have a direct imprint 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

As a Customer Success Operations Manager, you will be the strategic and operational backbone of the Customer Success team. You'll optimize systems, processes, data, and technology to enable our Customer Success Managers (CSMs) to focus on building strong customer relationships. You'll drive automation, manage the internal CS tool tech stack, analyze customer health data, and design workflows that improve team productivity, consistency, and retention outcomes. This role is ideal for someone that enjoys working cross-functionally and who thrives at the intersection of strategy, systems, and scale.

What you will do

• Own and optimize the Customer Success tech stack (e.g., CS platform, Salesforce, etc.)
• Design and implement scalable processes that support CSM workflows and customer lifecycle management
• Develop and maintain dashboards and reporting to monitor customer health, churn risk, and engagement
• Partner with cross-functional teams to align CS Ops initiatives with broader business goals
• Automate routine tasks to increase CSM efficiency and reduce manual work
• Support onboarding, training, and enablement of CSMs on tools and processes
• Lead initiatives to improve data quality, segmentation, and actionable insights
• Track and report on KPIs related to retention, expansion, and customer satisfaction
• Identify opportunities for continuous improvement and operational excellence

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