GBG Plc

About the Company

GBG is the leading expert in global identity and location tech, enabling safe and rewarding digital lives for genuine people, everywhere. For over 30 years, we have combined global data with our innovative technology to make sure that genuine people everywhere can digitally prove who they are and where they live. We are an essential ingredient that protects against digital crime, strengthens business resilience and drives responsible growth, at scale, across a diverse range of sectors. Today, our team of over 1,100 people serve more than 20,000 customers globally.

Listed Jobs

Company Name

GBG Plc

Job Title

Customer Success Operations Manager

Job Description

**Job Title:** Customer Success Operations Manager **Role Summary:** Operate as the strategic and operational backbone of the Customer Success team, streamlining systems, processes, and data to empower Customer Success Managers (CSMs) in building customer relationships. Drive automation, manage the CS tech stack, and deliver actionable insights to improve retention, expansion, and satisfaction. **Expectations:** - Deliver measurable improvements in CS team efficiency and customer outcomes. - Own the CS technology stack and ensure it aligns with broader business goals. - Act as a cross‑functional liaison, translating business strategy into scalable operational solutions. **Key Responsibilities:** - Own and optimize the Customer Success tech stack (e.g., Salesforce, ServiceCloud, CS platforms). - Design and implement scalable processes for CSM workflows and customer lifecycle management. - Build and maintain dashboards/reporting to monitor customer health, churn risk, and engagement. - Lead automation initiatives to reduce manual tasks and boost CSM productivity. - Support onboarding, training, and ongoing enablement of CSMs on tools and processes. - Drive initiatives for data quality, segmentation, and actionable insights. - Track and report on KPIs related to retention, expansion, and satisfaction. - Identify and execute continuous improvement opportunities for operational excellence. **Required Skills:** - 3+ years in Customer Success Operations, Revenue Operations, or similar in a SaaS/technology environment. - Advanced proficiency in Salesforce and ServiceCloud (workflows, dashboards, automation). - Strong analytical and data visualization skills (Tableau, Power BI, or advanced Excel with pivot tables/macros). - Proven experience designing and scaling operational processes that improve efficiency and customer outcomes. - Excellent cross‑functional project management, stakeholder alignment, and delivery of measurable results. - Ability to translate business needs into scalable operational solutions (system enhancements, process improvements, reporting). - Strong written and verbal communication, proactive, solution‑oriented mindset, and ability to influence at all levels. **Required Education & Certifications:** - Bachelor’s degree in Business, Management, Computer Science, or related field. - Salesforce Administrator or relevant SaaS platform certification preferred.

Chicago, United states

Hybrid

Junior

05-11-2025