Customer Success Manager, Commercial
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Job Description
Customer Success Manager helping G2, a software marketplace, drive adoption and measurable outcomes for complex commercial customers. Managing renewals, executive relationships, retention, and expansion.
Responsibilities:
- Build customer success plans connecting G2 solutions—Buyer Intent, paid media, content, and review generation—to measurable customer goals
- Monitor adoption, sentiment, and health signals; forecast renewal health and document mitigation plans
- Lead discovery, challenge customer strategy when needed, and communicate demonstrated ROI
- Partner with Account Managers on coordinated retention and growth strategies and flag expansion readiness
- Build trusted relationships with executive sponsors and day-to-day stakeholders
- Lead executive business reviews, success planning sessions, and strategic workshops
- Translate data and feedback into recommendations for operational and executive audiences
- Maintain accurate account plans, health scores, stakeholder maps, and next steps in Salesforce and CS platforms
- Prioritize by impact, renewal timing, and risk; escalate technical/product issues while owning the customer experience
- Share insights and best practices, identify advocacy candidates, and 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 net revenue retention
- Experience with executive stakeholders and complex accounts
- Strong discovery, presentation, and writing skills
- Ability to turn data into action
- Experience leading executive business reviews or strategic planning sessions
- Proficiency with Salesforce, Google Workspace, and customer success platforms
- Experience with AI tools for account research and preparation
- Background in B2B marketing, demand generation, or revenue operations can strengthen the application
- Familiarity with intent data and marketing technology can strengthen the application
- Experience with health/risk scoring models or multi-product portfolios can strengthen the application
- Bachelor's degree or equivalent experience can strengthen the application
- Authorization to work in the United States without restriction
- No current or future sponsorship requirement to work in the United States
Benefits:
- Flexible work
- Ample parental leave
- Unlimited PTO
- People-led employee resource groups
- G2 Gives philanthropic program
- Professional development supported by a company-wide career framework
- Human oversight in hiring decisions
- Option to opt out of AI-assisted application review without disadvantage
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