Customer Success Manager, Enterprise

About the Position

Customer Success Manager, Enterprise

At G2, we are committed to building an equitable and inclusive workplace for all. Our compensation program is rooted in market data, transparency, fairness, and individual performance. We offer competitive total on-target earnings, generous benefits, and a supportive company culture.

Location

Remote (US); Chicago, IL

Employment Type

Full time

Department

Revenue

Compensation

• Total On Target Earnings (Base + Bonus): $125K – $150K

About 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. We are now the centralized place to enable software buyers to make better and faster decisions with confidence.

About G2 - Our People

At G2, everything we do is grounded in our PEAK values-(Performance + Entrepreneurship + Authenticity + Kindness). Working at G2 means you are part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other’s successes, learn from our mistakes, and support and lean on one another during challenging times.

About The Role

The Enterprise Customer Success Manager is responsible for helping our most complex, enterprise-level customers achieve measurable business outcomes through their partnership with G2. This role manages a portfolio of enterprise customers, drives product adoption, builds strategic relationships, identifies and mitigates renewal risk, and partners closely with Account Management to support 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

• 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

Nice to Have

• 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

We Offer

• Competitive salary range: $125K - $150K
• Generous benefits, including flexible work, ample parental leave, and unlimited PTO
• Opportunity to work in a supportive, value-driven, and diverse global community

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.