Customer Success Manager, Mid-market

About G2 - The Company

When you join G2, you’re joining the team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users.

G2 is the world's largest and most trusted software marketplace. More than 100 million people annually — including employees at all Fortune 500 companies — use G2 to make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with G2 to build their reputation and grow their business — including Salesforce, HubSpot, Zoom, and Adobe. To learn more about where you go for software, visit www.g2.com and follow us on LinkedIn.

As we continue on our growth journey, we are striving to be the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies. Does that sound exciting to you? Come join us as we try to reach our next PEAK!

About G2 - Our People 

At G2, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You’ll be 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 and philanthropic work (like our G2 Gives program) because it encourages us all to be better people. 

About The Role

A Customer Success Manager on the mid-market team has clearly demonstrated their ability to master the product and processes in the role to make them an asset to the team. They meet their KPIs, and build strong partnerships with their pod mates and customers. A senior emerges as a leader on the team by being a person who the team goes to regularly to get advice and helps identify and lead L&D to elevate the team.

In This Role, You Will: 

• Proud advocate that consults customers on best methods to take full advantage of G2’s products, including paid media, BI, content, and review strategies

• Form strong relationships that influence upsell opportunities, and shift from relationship to partnership with the client

• Understand and anticipate customer’s needs and goals; track customer progress on goals and capture big wins to provide ROI back to customer

• Build a strong partnership with your Account Manager and develop an account playbook to expand and retain your book of business to meet/ exceed your goals

• Understand most general technical issues and be excellent at funneling to the appropriate channel - TS, TechOps, or when the CSM should be able to handle questions themselves. Will limit reliance on TS/ SolCons. This person also knows when to escalate cases based on the importance of the ticket and SLA.

• Contributes to thought leadership for G2's entire client base by sourcing case studies and testimonials from your clients that can have a strategic sales/retention impact on the rest of our clients.

• Raise your hand for new opportunities cross-functionally, mentor other G2ers, participate in councils or SME opportunities, answer questions in slack groups to share your knowledge, and help others build their skills

• Uncover training opportunities to help elevate the team and partner with the manager to run L&D sessions

• Meet/Exceed retention goals by being an active participant, which will result in identifying upsell opportunities alongside Account Manager and making business decisions that benefit customers' business.

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. 

•  1-3+ years of proven Customer Success, Account Management, Sales or relevant customer facing SaaS experience (high preference for experience in Digital Media/Marketing)

• Proven, verifiable track record of quota attainment / achieving NRR or other revenue goals

• Strong communication skills

• Process-minded, with experience in project management

• Detail-oriented, with clear evidence of implementing organizational systems

• Experience working closely with B2B demand gen, marketing operations, sales operations and analytics teams

• Experience with: Google suite, Salesforce CRM, data proficient

About the 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. Our Chicago based Customer Success Team members go into the office 2 days a week (Tuesday & Thursday), so this would be required for any local team members.

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. 

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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.

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