Customer Success Manager, Enterprise

About this role

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.

Now, we have joined forces with Capterra https://www.capterra.com/, SoftwareAdvice https://www.softwareadvice.com/, and GetApp https://www.getapp.com/ to create the largest source of online data and software insights to fuel intelligent buying in the age of AI. With 200M+ combined annual visitors and 6M verified reviews, we are now the centralized place to enable software buyers to make better and faster decisions with confidence.

And we are just getting started! We are setting out to transform the global B2B software industry and become the most trusted data foundation for buyers and sellers of software for the age of AI.

Does that sound exciting to you? Come join us as we try to reach our next PEAK!

About G2 - Our People

At G2, everything we are and what 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. With ambition and entrepreneurial spirit we push each other to take on challenging work, which will help us all to grow and learn.

You will be part of a global, diverse team of smart, dedicated, and kind individuals - each with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and highlight the diverse identities of our global team. As an organization, we are intentional about our DEI https://company.g2.com/dei and philanthropic work (like our G2 Gives https://company.g2.com/gives program) because it encourages us all to be better people.

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.

The successful candidate combines strong customer relationship skills with commercial judgment, disciplined account management, and the ability to translate customer goals and product data into clear recommendations. They are comfortable working with marketing, demand generation, revenue operations, sales operations, and analytics stakeholders and can confidently lead both strategic and tactical customer conversations.

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. 

- 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

WHAT CAN HELP YOUR APPLICATION STAND OUT:

-  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-supp

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