Customer Success Manager, Commercial

About the Position

Customer Success Manager, Commercial

Location

• Remote (US)
• Chicago, IL

Employment Type

Full time

Compensation

• Total On Target Earnings (Base + Bonus): $100K – $115K

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.

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

• 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

Nice to Have

• 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

We Offer

• Competitive salary range: $100K - $115K
• Generous benefits, such as flexible work, ample parental leave, and unlimited PTO
• Opportunity to work in a company committed to inclusivity and diversity

About the Company

G2 - The Company

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.

Our Commitment to Inclusivity and Diversity

At G2, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status.

How We Use AI Technology in Our Hiring Process

G2 incorporates AI-powered technology to enhance our candidate evaluation process. These tools may assist with initial application screening, skills assessment analysis, and identifying candidates whose qualifications align with specific role requirements. While AI technology supports our recruitment workflow, all final hiring decisions remain under human oversight and judgment.

Your Choice Matters

If you would prefer that your application be reviewed without AI assistance, you can opt out by entering your email address in the email entry field at the bottom of the Automated Processing Legal Notice. Choosing to opt out will not disadvantage your application in any way-we will ensure your materials receive a thorough manual review by our hiring team.

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