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 straegic 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

Skills we are looking for

• 3+ years of experience in Customer Success Operations, Revenue Operations, or a related field within a SaaS or technology environment.
• Advanced proficiency in Salesforce and ServiceCloud, with hands-on experience configuring workflows, dashboards, and automation to support CS teams.
• Demonstrated success in designing and scaling operational processes that improve efficiency and customer outcomes across teams or regions.
• Strong analytical skills, with 2+ years of experience in data visualization and reporting using tools such as Tableau, Power BI, or advanced Excel (pivot tables, VLOOKUP, macros).
• Proven track record of managing cross-functional projects, including stakeholder alignment, timeline management, and delivery of measurable results.
• Experience supporting CS teams with tools, insights, and playbooks that drive adoption, retention, and expansion.
• Ability to translate business needs into scalable operational solutions, including system enhancements, process improvements, and reporting frameworks.
• Comfortable operating in fast-paced, ambiguous environments, with a bias for action and continuous improvement.
• Excellent written and verbal communication skills, with a proactive, solution-oriented mindset and the ability to influence across levels.

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 [email protected] 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.