Customer Success Manager, Enterprise

G2 is the world's largest and most trusted software marketplace. We help businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users. Now part of a combined network with Capterra, SoftwareAdvice, and GetApp, G2 is the centralized hub for 200M+ annual visitors and 6M verified reviews, enabling software buyers to make faster, more confident decisions in the age of AI.

About Our People

At G2, everything we do is grounded in our PEAK values—Performance, Entrepreneurship, Authenticity, and Kindness. We are a value-driven, global community that supports and challenges one another to grow. Our culture celebrates diverse talents, life experiences, and identities through employee-led ERGs and intentional DEI and philanthropic initiatives like G2 Gives.

Responsibilities

• Drive Customer Outcomes and Adoption:
  • 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.
• Lead Strategic Customer Relationships:
  • 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.
• Manage with Operational Discipline:
  • 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.
• Contribute to the Customer Success Organization:
  • Share insights and best practices; identify advocacy candidates (references, case studies); mentor teammates.

Requirements

• 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.

Skills

• Experience supporting B2B marketing, demand generation, revenue operations, sales operations, or analytics teams.
• Familiarity with marketing automation, CRM systems, intent data, digital advertising, customer data, or other marketing technology.
• Experience with Customer Success platforms and customer health or risk-scoring models.
• Experience facilitating executive business reviews, account planning sessions, or strategic customer workshops.
• Experience using AI-supported tools to analyze customer information, prepare engagements, or improve productivity.

Schedule

For Chicago-based talent, the role requires coming into the office 1-2 days per week. Remote work is supported for other U.S. locations.