Customer Success Manager

Summary

Join G2 as an Enterprise Customer Success Manager and play a pivotal role in fostering relationships with key Enterprise B2B customers post-sale, driving product adoption, and delivering ROI. You will serve as a trusted advisor throughout the customer lifecycle, providing consultative guidance on leveraging G2's products, including buyer intent, market intelligence, content, and review generation. This role involves building strong relationships with stakeholders at all levels, understanding their needs, creating and tracking Mutual Success Plans, and collaborating with other teams to gather customer feedback and resolve any account issues. You will also partner with an Account Manager to expand and renew revenue within your managed book of business and occasionally travel to customer conferences.

Requirements

• Experience - 4+ years in Customer Success or technology product consulting
• Marketing Expertise - Proficient in marketing strategy, planning, and tactics, including Account-Based Marketing (ABM), ROI methodologies, Paid Media, and Marketing Technology (MarTech) solutions
• Industry Experience - Worked with enterprise-level customers in the technology, software, sales tech, paid media, or digital marketing/advertising industries
• Relationship Building - Exceptional relationship-building skills
• Attention to Detail - Highly detail-oriented with excellent project and time management skills
• Multi-tasking - Ability to maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture
• Communication Skills - Strong verbal, written, and presenting communication abilities. Engaging style that captures customer attention, establishes expertise, and encourages further engagement
• Customer Focus - Passionate for exceeding customer goals and delivering value
• Technical Implementation - Experience in implementing and supporting large-scale, cloud-based, SaaS technology solutions within large organizations unfamiliar with improved methodologies

Responsibilities

• Advise and Guide -  Assist a diverse range of Enterprise B2B SaaS customers in adopting G2’s solutions and maximizing their ROI
• Trusted Advisor -  Serve as a reliable advisor throughout the customer lifecycle, from onboarding to renewal
• Consultative Approach - Provide customers with best practices to leverage G2’s products, including buyer intent, market intelligence, content, and review generation, aiming for high renewal rates and identifying upsell opportunities
• Relationship Building - Form strong relationships with stakeholders at all levels, keeping them engaged and supported via email, phone, Zoom, and occasionally in-person
• Understand Needs -  Anticipate and address customers' needs and goals
• Mutual Success Plans -  Create and track Mutual Success Plans, holding business reviews to celebrate successes and course-correct when necessary
• Strategize - Partner with an Account Manager to expand and renew revenue within the managed book of business
• Cross-Functional Collaboration - Work with other teams to gather and report on customer satisfaction, feedback, and resolve any account issues
• Feedback Loop - Collaborate with the Product team to provide customer and market feedback, keeping G2’s products and services ahead of the competition
• Travel - Occasionally travel to customer conferences

Preferred Qualifications

Business Applications - Proficiency in Salesforce, Slack, Zoom, Gong, Catalyst, and Groove preferred

Benefits

We support our employees by offering generous benefits, such as flexible work, ample parental leave, and unlimited PTO