G2

Customer Success Manager – Mid-market

G2

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • United States

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Salary

💰 $85,000 - $95,000 per year

Tech Stack

TypeScript

About the role

  • Proud advocate that consults customers on best methods to take full advantage of G2’s products, including paid media, BI, content, and review strategies
  • Form strong relationships that influence upsell opportunities, and shift from relationship to partnership with the client
  • Understand and anticipate customer’s needs and goals; track customer progress on goals and capture big wins to provide ROI back to customer
  • Build a strong partnership with your Account Manager and develop an account playbook to expand and retain your book of business to meet/ exceed your goals
  • Understand most general technical issues and be excellent at funneling to the appropriate channel - TS, TechOps, or when the CSM should be able to handle questions themselves. Will limit reliance on TS/ SolCons. This person also knows when to escalate cases based on the importance of the ticket and SLA.
  • Contributes to thought leadership for G2's entire client base by sourcing case studies and testimonials from your clients that can have a strategic sales/retention impact on the rest of our clients.
  • Raise your hand for new opportunities cross-functionally, mentor other G2ers, participate in councils or SME opportunities, answer questions in slack groups to share your knowledge, and help others build their skills
  • Uncover training opportunities to help elevate the team and partner with the manager to run L&D sessions
  • Meet/Exceed retention goals by being an active participant, which will result in identifying upsell opportunities alongside Account Manager and making business decisions that benefit customers' business.

Requirements

  • 2+ years of proven Customer Success, Account Management, Sales or relevant customer facing SaaS experience (high preference for experience in Digital Media/Marketing)
  • Proven, verifiable track record of quota attainment / achieving NRR or other revenue goals
  • Strong communication skills
  • Process-minded, with experience in project management
  • Detail-oriented, with clear evidence of implementing organizational systems
  • Experience working closely with B2B demand gen, marketing operations, sales operations and analytics teams
  • Experience with: Google suite, Salesforce CRM, data proficient
Benefits
  • Flexible work
  • Ample parental leave
  • Unlimited PTO
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementSalesQuota attainmentNet Revenue Retention (NRR)Project managementOrganizational systemsB2B demand generationMarketing operationsSales operations
Soft Skills
Strong communicationDetail-orientedProcess-mindedRelationship buildingMentoringCollaborationProblem-solvingCustomer advocacyInfluencingTraining facilitation