Customer Success Manager, Mid-market

G2 • Chicago, IL

1d • Hybrid

About The Position

G2 is the world's largest and most trusted software marketplace. When you join G2, you’re joining the industry’s leading team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users.
Now, we have joined forces with Capterra, SoftwareAdvice, and GetApp to create the largest source of online data and software insights to fuel intelligent buying in the age of AI. With 200M+ combined annual visitors and 6M verified reviews, we are now the centralized place to enable software buyers to make better and faster decisions with confidence.
And we are just getting started! We are setting out to transform the global B2B software industry and become the most trusted data foundation for buyers and sellers of software for the age of AI.
At G2, everything we are and what we do is grounded in our PEAK values— (Performance + Entrepreneurship + Authenticity + Kindness. Working at G2 means you are part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other’s successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit we push each other to take on challenging work, which will help us all to grow and learn.
You will be part of a global, diverse team of smart, dedicated, and kind individuals - each with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and highlight the diverse identities of our global team. As an organization, we are intentional about our DEI and philanthropic work (like our G2 Gives program) because it encourages us all to be better people.
A Customer Success Manager on the Mid-market Team has clearly demonstrated their ability to master the product and processes in the role to make them an asset to the team. They meet their KPIs, and build strong partnerships with their pod mates and customers. A senior emerges as a leader on the team by being a person who the team goes to regularly to get advice and helps identify and lead L&D to elevate the team.

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

Nice To Haves

• Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media. Experience using Marketing Automation, CRM or related applications is a plus
• Travel on occasion to customer meetings/ conferences

Responsibilities

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed