Customer Success Manager

G2 is looking for a Customer Success Manager (CSM) responsible for driving adoption, retention, and customer satisfaction across a high-volume portfolio of emerging business accounts. Operating in the AMER shift (5 PM - 2 AM IST) with a weekly in-office presence, this role blends 1:1 account engagement with scalable, one-to-many customer success programs. The CSM will leverage data-driven insights, creative engagement strategies, and strong collaboration with Account Managers to maximize account health, influence renewals, and unlock customer ROI. The ideal candidate combines marketing acumen, data literacy, and SaaS experience to help customers leverage G2 offerings effectively within their existing tech stack and sales workflows.

Responsibilities

Manage a portfolio of 300+ accounts through a hybrid model combining 1:1 engagement and one-to-many programs; Maintain monthly, meaningful touchpoints through digital communication, automated outreach, and strategic live meetings with customer stakeholders; Guide customers through onboarding, adoption, and best practices to ensure successful use of G2's products; Monitor G2 usage and review generation metrics to identify gaps and drive targeted outreach; Leverage AI tools and automation to increase efficiency and impact; Use health signals and adoption metrics to identify at-risk accounts early and implement intervention strategies to reduce churn risk; Partner with Account Managers on renewal strategy by providing insights into customer adoption, challenges, and opportunities; Escalate recurring customer pain points and collaborate internally to resolve systemic issues; Understand the customer's marketing and sales tech stack and proactively drive integrations between G2 and existing tools; Leverage G2's scaled content, playbooks, and best practices to help customers operationalize Buyer Intent in their workflows; Interpret customer insights and feedback to influence product enhancements; Provide strategic input to Product teams to shape roadmap priorities and innovation opportunities; Partner cross-functionally with Sales, Marketing Ops, Enablement, and Product to enhance Buyer Intent workflows and customer experience; Contribute to pilot programs and process refinements, helping improve playbooks and success models across the segment; Gross Renewal Rate (GRR) ≥ 95% across assigned portfolio; Maintain consistent cadence of customer meetings per week and month; Deliver regular buyer intent use case enablement sessions; Maintain a health score of ≥ 4 across assigned portfolio; Conduct strategic business reviews with AMs; Log ≥ 2 impactful customer wins per month demonstrating G2 value; Maintain ≥ 95% accuracy in Salesforce and Catalyst across health, renewal, and contact data

Requirements

1–4 years of experience in SaaS Customer Success, Account Management, or a related client-facing role; Proven success managing high volume portfolios, ideally in marketing or revenue tech environments; Deep understanding of Buyer Intent, ABM, and MarTech ecosystems; Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights; Excellent relationship-building and communication skills across both technical and business audiences; Experience working cross-functionally with Sales, Product, and Marketing teams; Fluent in English with excellent presentation and written communication skills

Nice to have

Marketing expertise, knowledge of digital marketing, demand generation, advertising or pipeline acceleration strategies; Industry background in SaaS, marketing technology, digital advertising, or paid media consulting; Experience managing integrations and advising customers on CRM or marketing automation platforms (e.g., Salesforce, HubSpot); Exposure to AI tools and automation to improve efficiency in customer engagement; Experience with data visualization or reporting tools such as Looker