Customer Success Manager, Enterprise

About The Role The Enterprise Customer Success Manager is responsible for helping our most complex, enterprise-level customers achieve measurable business outcomes through their partnership with G2. This role manages a portfolio of enterprise customers, drives product adoption, builds strategic relationships, identifies and mitigates renewal risk, and partners closely with Account Management to support retention and expansion. The successful candidate combines strong customer relationship skills with commercial judgment, disciplined account management, and the ability to translate customer goals and product data into clear recommendations. They are comfortable working with marketing, demand generation, revenue operations, sales operations, and analytics stakeholders and can confidently lead both strategic and tactical customer conversations. 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: 5+ years of experience in Customer Success, Account Management, consultative sales, or another customer-facing SaaS role 3+ years of experience working with Enterprise-level customers Demonstrated success influencing customer retention, adoption, expansion, net revenue retention, or comparable revenue outcomes Use of AI tools for research or agent development in the past with examples Strong discovery, consultation, presentation, and written communication skills Experience managing multiple customer relationships, projects, priorities, and deadlines simultaneously Ability to use customer and product data to identify trends, assess risk, and recommend actions Strong organizational skills and evidence of using repeatable systems to manage customer work Experience partnering with Account Management, Sales, Marketing, Revenue Operations, or related teams Proficiency with Salesforce, Google Workspace, and customer-facing business applications Ability to communicate confidently with both operational and executive stakeholders What Can Help Your Application Stand Out: Experience supporting B2B marketing, demand generation, revenue operations, sales operations, or analytics teams Familiarity with marketing automation, CRM systems, intent data, digital advertising, customer data, or other marketing technology Experience with Customer Success platforms and customer health or risk-scoring models Experience facilitating executive business reviews, account planning sessions, or strategic customer workshops Experience using AI-supported tools to analyze customer information, prepare engagements, or improve productivity 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.