G2—Customer Success Manager

Job description

Description: About G2 - The Company G2 is the world's largest and most trusted software marketplace. When you join G2, you’re joining the industry’s leading team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users. Now, we have joined forces with Capterra https://www.capterra.com/, SoftwareAdvice https://www.softwareadvice.com/, and GetApp https://www.getapp.com/ to create the largest source of online data and software insights to fuel intelligent buying in the age of AI. With 200M+ combined annual visitors and 6M verified reviews, we are now the centralized place to enable software buyers to make better and faster decisions with confidence. And we are just getting started! We are setting out to transform the global B2B software industry and become the most trusted data foundation for buyers and sellers of software for the age of AI. Does that sound exciting to you? Come join us as we try to reach our next PEAK! About G2 - Our People At G2, everything we are and what we do is grounded in our PEAK values— (Performance + Entrepreneurship + Authenticity + Kindness. Working at G2 means you are part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other’s successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit we push each other to take on challenging work, which will help us all to grow and learn. You will be part of a global, diverse team of smart, dedicated, and kind individuals - each with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and highlight the diverse identities of our global team. As an organization, we are intentional about our DEI https://company.g2.com/dei and philanthropic work (like our G2 Gives https://company.g2.com/gives program) because it encourages us all to be better people. ABOUT THE ROLE: G2 is looking for a Customer Success Manager (CSM) is responsible for driving adoption, retention, and customer satisfaction across a high-volume portfolio of emerging business accounts. Operating in the AMER shift (5 PM - 2 AM IST) with a weekly in-office presence, this role blends 1:1 account engagement with scalable, one-to-many customer success programs. The CSM will leverage data-driven insights, creative engagement strategies, and strong collaboration with Account Managers to maximize account health, influence renewals, and unlock customer ROI. The ideal candidate combines marketing acumen, data literacy, and SaaS experience to help customers leverage G2 offerings effectively within their existing tech stack and sales workflows. IN THIS ROLE, YOU WILL BE RESPONSIBLE FOR: Customer Engagement & Portfolio Management (40%) - Manage a portfolio of 300+ accounts through a hybrid model combining 1:1 engagement and one-to-many programs. - Maintain monthly, meaningful touchpoints through digital communication, automated outreach, and strategic live meetings with customer stakeholders. - Guide customers through onboarding, adoption, and best practices to ensure successful use of G2’s products. - Monitor G2 usage and review generation metrics to identify gaps and drive targeted outreach. - Leverage AI tools and automation to increase efficiency and impact. Retention & Risk Management (30%) - Use health signals and adoption metrics to identify at-risk accounts early and implement intervention strategies to reduce churn risk. - Partner with Account Managers on renewal strategy by providing insights into customer adoption, challenges, and opportunities. - Escalate recurring customer pain points and collaborate internally to resolve systemic issues. Strategic Consulting & Product Advocacy (20%) - Understand the customer’s marketing and sales tech stack and proactively drive integrations between G2 and existing tools. - Leverage G2’s scaled content, playbooks, and best practices to help customers operationalize Buyer Intent in their workflows. - Interpret customer insights and feedback to influence product enhancements - act as the voice of the customer in internal discussions. - Provide strategic input to Product teams to shape roadmap priorities and innovation opportunities. Collaboration & Process Improvement (10%) - Partner cross-functionally with Sales, Marketing Ops, Enablement, and Product to enhance Buyer Intent workflows and customer experience. - Contribute to pilot programs and process refinements, helping improve playbooks and success models across theI segment. - Leverage AI tools and automation to streamline engagement and reporting while maintaining a personal, consultative approach. Key Metrics & Success Indicators: - Gross Renewal Rate (GRR) ≥ 95% across assigned portfolio - Maintain consistent cadence of customer meetings per week and month to assess satisfaction and uncover opportunities - Deliver regular buyer intent use case enablement sessions unlocking G2 Buyer Intent data value - Maintain a health score of ≥ 4 across assigned portfolio - Conduct strategic business reviews with AMs - Log ≥ 2 impactful customer wins per month demonstrating G2 value - Maintain ≥ 95% accuracy in Salesforce and Catalyst across health, renewal, and contact data MINIMUM QUALIFICATIONS: Required: - 1–4 years of experience in SaaS Customer Success, Account Management, or a related client-facing role. - Proven success managing high volume portfolios, ideally in marketing or revenue tech environments - Deep understanding of Buyer Intent, ABM, and MarTech ecosystems - Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights - Excellent relationship-building and communication skills across both technical and business audiences - Experience working cross-functionally with Sales, Product, and Marketing teams - Fluent in English with excellent presentation and written communication skills Preferred: - Marketing expertise - knowledge of digital marketing, demand generation, advertising or pipeline acceleration strategies - Industry background in SaaS, marketing technology, digital advertising, or paid media consulting - Experience managing integrations and advising customers on CRM or marketing automation platforms (e.g., Salesforce, HubSpot) - Exposure to AI tools and automation to improve efficiency in customer engagement - Experience with data visualization or reporting tools such as Looker. Our Commitment to Inclusivity and Diversity At G2, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments here https://culture.g2.com/commitments. -- For job applicants in California, the United Kingdom, and the European Union, please review this applicant privacy notice https://legal.g2.com/applicant-privacy-notice before applying to this job. How We Use AI Technology in Our Hiring Process G2 incorporates AI-powered technology to enhance our candidate evaluation process. These tools may assist with initial application screening, skills assessment analysis, and identifying candidates whose qualifications align with specific role requirements. While AI technology supports our recruitment workflow, all final hiring decisions remain under human oversight and judgment. Your Choice Matters: If you would prefer that your application be reviewed without AI assistance, you can opt out by entering your email address in the email entry field at the bottom of the Automated Processing Legal Notice. Choosing to opt out will not disadvantage your application in any way—we will ensure your materials receive a thorough manual review by our hiring team. For additional details about how we handle your information throughout the application process, please review G2's Applicant Privacy Notice https://legal.g2.com/applicant-privacy-notice.