Customer Success Manager, Commercial

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop customer success strategies that align G2 solutions—Buyer Intent, paid media, content, and review generation—with measurable client objectives.

• Track adoption rates, customer sentiment, and health indicators; predict renewal outcomes and document risk mitigation strategies.

• Conduct discovery sessions, challenge customer strategies when necessary, and articulate proven ROI.

• Collaborate with Account Managers on unified retention and growth initiatives and identify opportunities for expansion readiness.

• Cultivate trusted relationships with executive sponsors and daily stakeholders.

• Facilitate executive business reviews, success planning discussions, and strategic workshops.

• Convert data and feedback into actionable recommendations for both operational and executive audiences.

• Keep precise account plans, health scores, stakeholder maps, and next steps updated in Salesforce and customer success platforms.

• Prioritize tasks based on impact, renewal timelines, and risks; escalate technical/product issues while maintaining the overall customer experience.

• Share valuable insights and best practices, identify potential advocates, and mentor fellow team members.

⛳️ Requirements

• A minimum of 4 years in Customer Success, Account Management, or consultative sales within a customer-facing SaaS environment.

• Proven experience in influencing retention, expansion, adoption, or net revenue retention.

• Familiarity with executive stakeholders and managing complex accounts.

• Excellent skills in discovery, presentation, and writing.

• Capability to translate data into actionable insights.

• Experience leading executive business reviews or strategic planning sessions.

• Proficient with Salesforce, Google Workspace, and customer success platforms.

• Experience utilizing AI tools for account research and preparation.

• A background in B2B marketing, demand generation, or revenue operations is advantageous.

• Knowledge of intent data and marketing technology is a plus.

• Experience with health/risk scoring models or managing multi-product portfolios is beneficial.

• A bachelor's degree or equivalent experience is a plus.

• Must have authorization to work in the United States without restrictions.

• No current or future sponsorship requirements to work in the United States.

🏝️ Benefits

• Flexible work arrangements.

• Generous parental leave policy.

• Unlimited paid time off (PTO).

• Employee resource groups led by our people.

• G2 Gives philanthropic initiative.

• Opportunities for professional development supported by a comprehensive company-wide career framework.

• Human oversight in hiring decisions.

• Option to opt out of AI-assisted application reviews without any disadvantage.