Mid Market - Customer Success Manager

About G2 - The Company

When you join G2, you’re joining the team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users.

G2 is the world's largest and most trusted software marketplace. More than 100 million people annually — including employees at all Fortune 500 companies — use G2 to make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with G2 to build their reputation and grow their business — including Salesforce, HubSpot, Zoom, and Adobe. To learn more about where you go for software, visit www.g2.com and follow us on LinkedIn.

As we continue on our growth journey, we are striving to be the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies. Does that sound exciting to you? Come join us as we try to reach our next PEAK!

About G2 - Our People 

At G2, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You’ll be 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 an experienced Customer Success Manager to join our APAC team. In this role, you will be responsible for fostering strong relationships with key B2B customers post-sale, driving product adoption, and delivering measurable ROI. Our CSMs partner with software companies across APAC to build and strengthen their brand presence on G2, gain valuable customer insights, and optimize their Go-to-Market strategy.

As the primary point of contact for your customers, you will act as an advocate for their success and satisfaction with G2’s products and services. The ideal candidate is consultative, engaging, and eager to dive deep into the technical aspects of G2’s platform and associated integrations. You should bring proven experience in Customer Success or Account Management, ideally with B2B SaaS clients, and demonstrate the ability to analyze adoption data, influence strategic conversations, and build trusted relationships with senior stakeholders. Curiosity and drive to become an expert in G2’s product suite will be key to your success in this role.

This role follows standard working hours of 9 AM to 6 PM IST, with three days of in-office presence each week as part of our hybrid model.

In This Role, You Will:

•  Assist a diverse range of B2B SaaS customers in adopting G2’s solutions and maximizing their ROI.
• Serve as a reliable advisor throughout the customer lifecycle, from onboarding to renewal.
• 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.
• Form strong relationships with stakeholders at all levels, keeping them engaged and supported via email, phone, Zoom, and occasionally in-person.
• Anticipate and address customers' needs and goals.
• Create and track Mutual Success Plans, holding business reviews to celebrate successes and course-correct when necessary.
• Partner with an Account Manager to expand and renew revenue within the managed book of business.
• Work with cross-functional teams to gather and report on customer satisfaction, feedback, and resolve any account issues.
• Collaborate with the Product team to provide customer and market feedback, keeping G2’s products and services ahead of the competition.
• Leverage AI tools to increase efficiency while maintaining a consultative approach.
• Contribute to pilots for new initiatives and help refine processes.
• Document customer wins, create playbooks, and build references that support Sales and Marketing.
• Collaborate on partnership activations, integrations, and GTM alignment to expand customer value.
• Occasionally travel to customer conferences.

• Important G2 Csm Metrics:

• Meetings Per Day, Week, and Month- Maintain a high level of customer engagement through regular meetings.
• Customer Enablement - Scheduling and executing enablement trainings of customer sales teams to unlock the value of G2 data to source and close pipeline
• Business Reviews - Contribute to strategic business reviews to discuss progress and strategic plans.
• Customer Check-Ins - Regularly check in with customers to ensure satisfaction and address concerns.
• ROI anecdotes - Track and report on significant customer achievements.
• Adoption Score - Monitor and improve the adoption score of G2’s products by customers.
• Meetings Per Day, Week, and Month- Maintain a high level of customer engagement through regular meetings.
• Customer Enablement - Scheduling and executing enablement trainings of customer sales teams to unlock the value of G2 data to source and close pipeline
• Business Reviews - Contribute to strategic business reviews to discuss progress and strategic plans.
• Customer Check-Ins - Regularly check in with customers to ensure satisfaction and address concerns.
• ROI anecdotes - Track and report on significant customer achievements.
• Adoption Score - Monitor and improve the adoption score of G2’s products by customers.

Minimum Qualifications:

We realize applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway. 

•  Experience 4+ years in Customer Success or technology product consulting.
• Marketing Expertise - Proficient in marketing strategy, planning, and tactics, including Account-Based Marketing, ROI methodologies, and MarTech solutions.
• Industry Experience - Worked with SaaS 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.
• 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 Diversity

At 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. Learn more about our commitments here. 

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