Enterprise Customer Success Manager

About G2 - Our PeopleG2 was founded to create a place where people will love to work. We strive to create meaning in work and provide more than just a job: a true calling. At the heart of our community and culture are our people. Our global G2 team comes from a wide range of backgrounds and experiences, and that’s what makes our G2 community strong and vibrant. We want everyone to bring their authentic selves to work, and we do this through our company and team events, our G2 Gives charitable initiatives, and our Employee Resource Groups (ERGs).Our employee-led, leadership-supported ERGs celebrate the diversity of our team, foster inclusivity and belonging, and create a space to connect to each other. Through connections and understanding, we build a stronger and more dynamic global team and help every person reach their personal peak.We support our employees by offering generous benefits, such as flexible work, ample parental leave, and unlimited PTO.About G2 - The CompanyWhen you join G2, you join the global team behind the largest and most trusted software marketplace. Every month, 5.5 million people come to G2 to inform smarter software decisions based on honest peer reviews. Authenticity is our focus, and every day we help thousands of companies, and hundreds of employees, propel their potential. Ready for meaningful work that starts and ends with compassion and heart? You’ve come to the right place.G2 is going through exciting growth! We’ve recently secured our Series D funding of $157 million, which will further allow us to grow and develop our product and people.About The RoleG2 is looking for a dedicated and experienced Enterprise Customer Success Manager who will be responsible for fostering relationships with key Enterprise B2B customers post-sale, driving product adoption and delivering ROI. Our Enterprise CSMs partner with the largest software companies in the world to build their brand, gain valuable customer insights and optimize their Go-to-Market strategy. The ideal candidate will be the primary point of contact for customers, advocating for their success and happiness with G2's product and services. The Enterprise CSM should be consultative, engaging, and eager to dive deep into the technical aspects of G2's product.Who Will Love This JobA proud advocate: You represent the voice of our customers and demonstrate empathy, resourcefulness, and the ability to be solutions-focused.A teacher: You help customers navigate the product and inspire confidence.A helper: You are engaging, can smooth bumpy roads, and have a knack for building positive relationships.A subject matter expert: You can learn the ins-and-outs of G2’s products and services and are creative and consultative in solving problems for our customers.A teammate: you contribute ideas to elevate your team and improve processes.A storyteller: you love using data to tell compelling stories to drive product adoption.In this role, you willAdvise and Guide: Assist a diverse range of Enterprise B2B SaaS customers in adopting G2’s solutions and maximizing their ROI.Trusted Advisor: Serve as a reliable advisor throughout the customer lifecycle, from onboarding to renewal.Consultative Approach: Provide customers with best practices to leverage G2’s products, including buyer intent, market intelligence, content, and review generation, aiming for high renewal rates and identifying upsell opportunities.Relationship Building: Form strong relationships with stakeholders at all levels, keeping them engaged and supported via email, phone, Zoom, and occasionally in-person.Understand Needs: Anticipate and address customers' needs and goals.Mutual Success Plans: Create and track Mutual Success Plans, holding business reviews to celebrate successes and course-correct when necessary.Strategize: Partner with an Account Manager to expand and renew revenue within the managed book of business.Cross-Functional Collaboration: Work with other teams to gather and report on customer satisfaction, feedback, and resolve any account issues.Feedback Loop: Collaborate with the Product team to provide customer and market feedback, keeping G2’s products and services ahead of the competition.Travel: Occasionally travel to customer conferences.Important G2 CSM MetricsMeetings Per Day, Week, and Month: Maintain a high level of customer engagement through regular meetings.VP+ Meetings: Schedule and conduct meetings with senior executives.QBRs: Lead Quarterly Business Reviews to discuss progress and strategic plans.Customer Check-Ins: Regularly check in with customers to ensure satisfaction and address concerns.Big Wins: Track and report on significant customer achievements.Adoption Score: Monitor and improve the adoption score of G2’s products by customers.Minimum QualificationsExperience: 4+ years in Customer Success or technology product consulting.Marketing Expertise: Proficient in marketing strategy, planning, and tactics, including Account-Based Marketing (ABM), ROI methodologies, and Marketing Technology (MarTech) solutions.Industry Experience: Worked with enterprise-level customers in the technology, software, paid media, or digital marketing/advertising industries.Paid Media: Experience in managing or consulting clients on paid media spend and tactics.Relationship Building: Exceptional relationship-building skills.Attention to Detail: Highly detail-oriented with excellent project and time management skills.Multi-tasking: Ability to maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture.Communication Skills: Strong verbal, written, and presenting communication abilities. Engaging style that captures customer attention, establishes expertise, and encourages further engagement.Technical Implementation: Experience in implementing and supporting large-scale, cloud-based, SaaS technology solutions within large organizations unfamiliar with improved methodologies.Customer Focus: Passionate about making customers happy.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.

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