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G2 is the world's largest software marketplace, recently merged with Capterra, SoftwareAdvice, and GetApp to create a unified platform serving 200M+ annual visitors with 6M+ verified reviews. The company is transforming B2B software buying through trusted data and insights.
As Customer Success Manager, Commercial, you will partner with G2's larger, more complex customers to drive adoption, measurable business outcomes, and full realization of their investment. You'll act as a strategic advisor and primary day-to-day partner, building cross-organizational relationships, developing account success strategies, managing renewal risk, and collaborating with Account Management on retention and expansion.
Key responsibilities include: understanding customer priorities and building success plans that connect G2 solutions (Buyer Intent, paid media, content, review generation) to measurable goals; monitoring adoption, sentiment, and health signals to catch risk early; leading discovery conversations and challenging customer strategy when needed; building trusted relationships with executive sponsors and day-to-day stakeholders; leading executive business reviews and strategic planning sessions; maintaining accurate account plans and health scores in Salesforce; and mentoring teammates while identifying advocacy candidates.
You'll need 4+ years in Customer Success, Account Management, or consultative sales in a SaaS environment, with a track record influencing retention, expansion, adoption, or NRR. Strong experience with executive stakeholders and complex accounts is essential, along with excellent discovery, presentation, and writing skills. You should be comfortable turning data into action, have experience leading EBRs or strategic planning sessions, and be proficient with Salesforce, Google Workspace, and CS platforms. Familiarity with AI tools for account research is valued.
Background in B2B marketing, demand generation, RevOps, or experience with intent data and martech tools is a plus. Experience with health/risk scoring models or multi-product portfolios is also helpful. While based remotely, there is a preference for Chicago-based talent, with an expectation of 1-2 days per week in the office for local hires.
