Director of Enterprise Customer Success, G2
$200-220k
OTE
+ Bonus
More information about location
2 days a week in office
Review site for business software & services
Be an early applicant
Review site for business software & services
501-1000 employees
Be an early applicant
$200-220k
OTE
+ Bonus
More information about location
2 days a week in office
501-1000 employees
Company mission
To make trust a central part of the digital transformation.
Role
Who you are
- The role requires an operator who is comfortable experimenting with new technologies, managing complex cross functional issues, and elevating team performance through structured coaching, productivity programs, and clear execution frameworks
- 7 or more years in Customer Success or Account Management in a B2B SaaS environment with a track record of improving retention and product utilization
- 4 or more years managing customer facing teams with at least ten direct reports or equivalent scale
- Experience leading teams supporting portfolios that exceed 250 customers or multiple millions of dollars in recurring revenue
- Proven ability to build operating cadences, dashboards, and forecasting models in Salesforce, Gainsight, or similar tools
- Demonstrated success using AI or automation in a customer facing setting resulting in measurable productivity or outcome improvements
- Strong consultative skills including discovery, data backed storytelling, and executive communication
- Ability to drive change across matrixed teams and navigate large scale customer challenges
- Even if you don’t check all the boxes in the job description, we encourage you to apply anyway
What the job involves
- G2’s Customer Success organization operates with a product success mindset
- Our directors lead teams that ensure customers fully adopt the G2 platform, activate usage across their organizations, and realize measurable value
- This director role drives outcomes across a large book of business with responsibility for onboarding quality, feature utilization, review outcomes, retention performance, and customer advocacy
- In this role, you'll be directly leading a team of 7-8 Customer Success Managers in our Enterprise segment
- This leader partners closely with our Enterprise Account Management team to create connected coverage models and revenue aligned pod structures
- The team operates at scale, averaging high logo volumes and a wide range of product maturity levels
- The director will shape operating rhythms, deploy AI enabled workflows, and design scalable engagement strategies that improve customer output by measurable percentages
- Product Success and Customer Outcomes:
- Build a repeatable product success framework that increases activation, usage depth, and expansion readiness by measurable percentages across the customer base
- Define quarterly utilization targets and lead the team to drive adoption patterns that correlate with increased retention probability
- Partner with Product and Support to reduce friction across core workflows and surface top customer insights
- Leadership of a High Output Customer Success Team:
- Lead a team of Customer Success Managers who support customers along the full adoption and value lifecycle
- Implement training and enablement programs that improve team productivity by at least 10 to 20% through process simplification and AI assisted workflows
- Design and refine pod structures that align account managers and customer success managers for multithreaded engagement
- Operational Excellence and Reporting:
- Own core operating metrics including portfolio health, renewal forecast accuracy, onboarding throughput, and utilization coverage
- Drive the utilization of standard go-to-market tools such as Catalyst, Salesforce, Gong and various reporting standards and automation that enable real time health scoring, customer mapping, and renewal visibility
- Lead quarterly planning and capacity modeling to optimize portfolio distribution and workload balance
- AI Enabled Customer Experience Innovation:
- Introduce new AI tools and workflows that increase CSM reach, reduce manual work, and scale personalized engagement to large segments
- Develop data backed experiments, document outcomes, and move successful pilots into full operational rollout
- Create adaptable AI use cases for onboarding, account insights, customer education, and in product decision support
- Strategic Cross Functional Collaboration:
- Represent Customer Success in executive level conversations related to retention, renewal risk, packaging, and customer experience improvements
- Partner with Support on complex escalations and help prioritize root cause resolutions
- Contribute to company level OKRs, particularly those tied to product performance, customer satisfaction, and operational efficiency
Our take
G2 helps companies to compare the best business software and services based on user ratings and social data. Its rise emphasizes just how fragmented and competitive the market is for business software today, and how a company that provides a way to navigate through all the confusion has a very good shot at building a lucrative business.
The company is part of a large group that have sprung up online to provide reviews and competitive analysis of various software products. However, unlike many others, G2 doesn't use an affiliate revenue model -where revenue is earned through advertisement and clicks. G2 instead uses a similar model to Glassdoor, striving for authenticity and credibility.
This approach has seen the site rise in popularity as it delivers reviews and analytics to make navigating the software landscape less complex for businesses and their teams.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
53% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jun 2021
$157m
SERIES D
Oct 2018
$55m
SERIES C
Total funding: $257.6m
Company benefits
- 22 days holiday (excl. bank holidays)
- Work from home opportunities
Company HQ
Chicago Loop, Chicago, IL
Leadership
Godard Abel
(Co-Founder & CEO)Previously founded and led BigMachines, a leading SaaS CPQ company.
Tim Handorf
(Co-Founder & Head of G2 Labs)Before G2, served as a Vice President of Product Management at BigMachines.
Mike Wheeler
(CTO)Came to G2 from TapJoy, where they helped to launch a mobile web product to an audience of more than 3 million users.
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