Customer Success Manager, Commercial

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 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 OFFICE

In 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.

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. Learn more about our commitments here https://culture.g2.com/commitments. 

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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. For additional details about how we handle your information throughout the application process, please review G2's Applicant Privacy Notice https://legal.g2.com/applicant-privacy-notice.