Customer Success Manager, G2

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• 5+ years of experience in Customer Success, Account Management, consultative sales, or another customer-facing SaaS role
• 3+ years of experience working with Enterprise-level customers
• Demonstrated success influencing customer retention, adoption, expansion, net revenue retention, or comparable revenue outcomes
• Use of AI tools for research or agent development in the past with examples
• Strong discovery, consultation, presentation, and written communication skills
• Experience managing multiple customer relationships, projects, priorities, and deadlines simultaneously
• Ability to use customer and product data to identify trends, assess risk, and recommend actions
• Strong organizational skills and evidence of using repeatable systems to manage customer work
• Experience partnering with Account Management, Sales, Marketing, Revenue Operations, or related teams
• Proficiency with Salesforce, Google Workspace, and customer-facing business applications
• Ability to communicate confidently with both operational and executive stakeholders

Desirable

• 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 and philanthropic work (like our G2 Gives program) because it encourages us all to be better people
• The Enterprise Customer Success Manager is responsible for helping our most complex, enterprise-level customers achieve measurable business outcomes through their partnership with G2
• This role manages a portfolio of enterprise customers, drives product adoption, builds strategic relationships, identifies and mitigates renewal risk, and partners closely with Account Management to support retention and expansion
• The successful candidate combines strong customer relationship skills with commercial judgment, disciplined account management, and the ability to translate customer goals and product data into clear recommendations
• They are comfortable working with marketing, demand generation, revenue operations, sales operations, and analytics stakeholders and can confidently lead both strategic and tactical customer conversations
• Understand customer priorities and build success plans connecting G2 solutions (Buyer Intent, paid media, content, review generation) to measurable goals
• Monitor adoption, sentiment, and health signals to catch risk early; forecast renewal health and document mitigation plans
• Lead discovery, challenge customer strategy when needed, and clearly communicate demonstrated ROI
• Partner with Account Managers on coordinated retention/growth strategies and flag expansion readiness
• Build trusted relationships with executive sponsors and day-to-day stakeholders
• Lead EBRs, success planning sessions, and strategic workshops
• Translate data and feedback into clear recommendations for both operational and executive audiences
• Maintain accurate account plans, health scores, stakeholder maps, and next steps in Salesforce/CS platform
• Prioritize by impact, renewal timing, and risk; escalate technical/product issues appropriately while owning the overall customer experience
• Share insights and best practices; identify advocacy candidates (references, case studies); mentor teammates