SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
G2 is the world's largest software marketplace, recently unified with Capterra, SoftwareAdvice, and GetApp to create a comprehensive B2B software insights platform serving 200M+ annual visitors with 6M verified reviews.
As a 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 G2 investment. You'll act as a strategic advisor and primary day-to-day partner, building cross-organizational relationships and developing account success strategies.
Key responsibilities include:
• 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 conversations, challenge customer strategy when needed, and clearly communicate demonstrated ROI.
• Partner with Account Managers: Coordinate retention and growth strategies, flag expansion readiness, and manage renewal risk.
• Lead Strategic Customer Relationships: Build trusted relationships with executive sponsors and day-to-day stakeholders. Lead executive business reviews (EBRs), success planning sessions, and strategic workshops. Translate data and feedback into clear recommendations for operational and executive audiences.
• Manage with Operational Discipline: Maintain accurate account plans, health scores, stakeholder maps, and next steps in Salesforce/CS platforms. 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 for references and case studies; mentor teammates.
Required qualifications: 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, and 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 and preparation.
Preferred: Background in B2B marketing, demand generation, or RevOps; familiarity with intent data and martech; experience with health/risk scoring models or multi-product portfolios; bachelor's degree or equivalent experience.
G2 values performance, entrepreneurship, authenticity, and kindness. The company maintains a strong Chicago headquarters with preference for Chicago-based talent (1-2 days/week in office), though remote options are available across the US.
