Customer Success Manager, Commercial

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, SoftwareAdvice, and GetApp 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 the centralized place to enable software buyers to make better and faster decisions with confidence.

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, helping us all 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. Our people-led ERGs celebrate and highlight the diverse identities of our global team. We are intentional about our DEI and philanthropic work (like our G2 Gives program) because it encourages us all to be better people.

About the Role

The Customer Success Manager, Commercial partners with G2's larger, more complex customers to drive adoption, measurable business outcomes, and full realization of their G2 investment. Acting as a strategic advisor and primary day-to-day partner, this person builds cross-organizational relationships, develops account success strategies, manages renewal risk, and partners with Account Management on retention and expansion. The successful candidate combines executive presence, commercial judgment, product and data fluency, and disciplined account management.

Responsibilities

• 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 (Executive Business Reviews), 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.

Requirements

• 4+ years in Customer Success, Account Management, or consultative sales in a customer-facing SaaS role.
• Track record influencing retention, expansion, adoption, or NRR.
• Experience with executive stakeholders and complex accounts; strong discovery, presentation, and writing skills.
• Comfort turning data into action; experience leading EBRs or strategic planning sessions.
• Proficiency with Salesforce, Google Workspace, and CS platforms; experience with AI tools for account research/prep.

Qualifications

We realize applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway.

• Background in B2B marketing, demand gen, or RevOps; familiarity with intent data/martech.
• Experience with health/risk scoring models or multi-product portfolios.
• Bachelor's degree or equivalent experience.

Schedule

In the US, there is a preference for Chicago-based talent. Chicago-based employees are asked to come into the office 1-2 days per week.