About The RoleThe 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 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.
In This Role, You Will: 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.
Minimum 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.
- 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/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
What Can Help Your Application Stand Out:- 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
About our OfficeIn the US, we are thrilled to already have strong sales talent based remotely in a variety of different locations. Not only do we have a great office & HQ based in Chicago, but many of the revenue leadership team are based locally. Because of this, there is always a preference for Chicago based talent. We do ask that Chicago based talent come into the office 1-2 days per week.
