Customer Success Manager

About G2 - The Company 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. Does that sound exciting to you? Come join us as we try to reach our next PEAK! About G2 - Our People At G2, everything we are and what we do is grounded in our PEAK values— ( P erformance + E ntrepreneurship + A uthenticity + K indness. 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. About the role: G2 is looking for a Customer Success Manager (CSM) is 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. In this role, you will be responsible for: Customer Engagement & Portfolio Management (40%) 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. Retention & Risk Management (30%) 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. Strategic Consulting & Product Advocacy (20%) 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 produc