Customer Success Manager, Enterprise

About The RoleThe 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 AdoptionUnderstand 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 RelationshipsBuild 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 DisciplineMaintain 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 OrganizationShare 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 role3+ years of experience working with Enterprise-level customersDemonstrated success influencing customer retention, adoption, expansion, net revenue retention, or comparable revenue outcomesUse of AI tools for research or agent development in the past with examplesStrong discovery, consultation, presentation, and written communication skillsExperience managing multiple customer relationships, projects, priorities, and deadlines simultaneouslyAbility to use customer and product data to identify trends, assess risk, and recommend actionsStrong organizational skills and evidence of using repeatable systems to manage customer workExperience partnering with Account Management, Sales, Marketing, Revenue Operations, or related teamsProficiency with Salesforce, Google Workspace, and customer-facing business applicationsAbility to communicate confidently with both operational and executive stakeholdersWhat Can Help Your Application Stand Out:Experience supporting B2B marketing, demand generation, revenue operations, sales operations, or analytics teamsFamiliarity with marketing automation, CRM systems, intent data, digital advertising, customer data, or other marketing technologyExperience with Customer Success platforms and customer health or risk-scoring modelsExperience facilitating executive business reviews, account planning sessions, or strategic customer workshopsExperience using AI-supported tools to analyze customer information, prepare engagements, or improve productivityAbout Our OfficeIn 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 DiversityAt 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.