Customer Success Manager, Enterprise

G2 is the world's largest and most trusted software marketplace, and they are seeking a Customer Success Manager for Enterprise clients. The role involves managing a portfolio of enterprise customers, driving product adoption, building strategic relationships, and supporting retention and expansion efforts.

Responsibilities:

• Understand 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
• Build 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
• Maintain 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
• Share insights and best practices; identify advocacy candidates (references, case studies); mentor teammates

Requirements:

• 5+ years of experience in Customer Success, Account Management, consultative sales, or another customer-facing SaaS role
• Demonstrated success influencing customer retention, adoption, expansion, net revenue retention, or comparable revenue outcomes
• Use of AI tools for research or agent development in the past with examples
• Strong discovery, consultation, presentation, and written communication skills
• Experience managing multiple customer relationships, projects, priorities, and deadlines simultaneously
• Ability to use customer and product data to identify trends, assess risk, and recommend actions
• Strong organizational skills and evidence of using repeatable systems to manage customer work
• Experience partnering with Account Management, Sales, Marketing, Revenue Operations, or related teams
• Proficiency with Salesforce, Google Workspace, and customer-facing business applications
• Ability to communicate confidently with both operational and executive stakeholders
• Experience supporting B2B marketing, demand generation, revenue operations, sales operations, or analytics teams
• Familiarity with marketing automation, CRM systems, intent data, digital advertising, customer data, or other marketing technology
• Experience with Customer Success platforms and customer health or risk-scoring models
• Experience facilitating executive business reviews, account planning sessions, or strategic customer workshops
• Experience using AI-supported tools to analyze customer information, prepare engagements, or improve productivity