About HG
HG Insights is the pioneer of Revenue Growth Intelligence. For more than a decade, we have delivered comprehensive, AI- driven datasets on B2B buyers, technology adoption, IT spend, and buyer intent, sourced from billions of data points.
Today, we are a trusted partner to Fortune 500 technology companies, hyperscalers, and innovative B2B vendors seeking precise go-to-market analytics and decision-
making. Through an evolving suite of AI agents that incorporate first-party data and buyer signals, HG Insights enables AI-powered GTM automation across sales,
marketing, RevOps, and data analytics teams, modernizing GTM execution from strategy through activation.
About the Role
We are looking for a Customer Success Manager II to join our Growth team and own the end-to-end customer journey across a portfolio of strategic accounts. This person will be responsible for driving customer activation, adoption, drive retention, and expansion conversation while acting as a trusted advisor to customers.
The ideal candidate is commercially minded, highly process-oriented, comfortable working with technology and data, and able to operate independently in a fast-paced environment.
What you’ll do
- Own a portfolio of Growth customers across onboarding, activation, adoption, EBRs, and expansion.
- Drive account activation and time-to-value, ensuring customers reach meaningful outcomes early in their journey.
- Develop and execute customer success plans aligned to customer business objectives
- Proactively identify adoption gaps, risks, renewal risks, and expansion opportunities.
- Partner closely with Sales/Account Management on account strategy, expansion opportunities, and customer engagement.
- Build strong relationships with multiple stakeholders, including business, technical, marketing, operations, and executive personas.
- Run customer meetings, business reviews, adoption conversations, and value/ROI discussions.
- Use customer data, product usage, engagement signals, and health indicators to drive proactive actions.
- Help establish and continuously improve scalable CS processes, playbooks, and operating rhythms.
- Serve as a subject-matter resource for newer CSMs and contribute to improving the overall team's customer management capabilities.
- Stay current on emerging technologies, including AI, GenAI, MCPs, GTM technology, and data/technology intelligence, and understand how these technologies can create value for customers.
What we are looking for
Minimum Qualifications
- 3-5 years of experience in Customer Success, Account Management, SaaS, or a related customer-facing role.
- Proven experience managing a portfolio of B2B technology/SaaS customers.
- Demonstrated experience with customer activation, adoption, retention, and expansion.
- Strong understanding of revenue ownership and commercial metrics, including ARR, renewals, expansion, churn, and forecasting.
- Experience working with technology, data, MarTech, RevTech, or adjacent SaaS products.
- Excellent communication and stakeholder-management skills.
Preferred Qualifications
- Strong understanding and curiosity around AI, GenAI, MCPs, and emerging technology.
- Highly process-driven with strong attention to detail and operational discipline.
- A self-starter who can operate independently and proactively identify what needs to be done.
- Strong analytical and problem-solving skills, with the ability to translate customer data into actionable recommendations.
- Comfortable working cross-functionally with Sales, Product, Marketing, Support, and Operations.
- Ability to