Scaled - 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

The Scaled Customer Success Manager (CSM) is responsible for driving adoption, retention, and customer satisfaction across a high-volume portfolio of Scaled/Growth accounts. Operating in the 2–11 PM IST shift with a weekly in-office presence, this role blends 1:1 strategic account engagement with scalable, one-to-many customer success programs. The CSM will leverage data-driven insights, creative engagement strategies, and strong collaboration with Sales to ensure customers realize measurable value from G2.

In This Role, You Will:

•  Customer Engagement & Portfolio Management (40%)Scaled Success Programs (20%)

  Cross-Functional Collaboration (10%)

• Manage a portfolio of 60–75 Mid-Market+ EMEA accounts in a 1:1 model and 200+ accounts in a one-to-many model.
• 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 data 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.
• Contribute to the development and execution of scaled success motions, including lifecycle campaigns, educational resources, and digital touchpoints.
• Provide feedback and insights to improve self-service tools and customer journeys.
• Participate in pilot initiatives to test new scaled CS approaches and optimize existing workflows.
• Document and share successful engagement strategies to be replicated across the team.
• Build client references and success stories that can be leveraged by Sales and Marketing.
• Work closely with Sales, Support, Marketing, and Product teams to ensure a seamless customer experience.
• Partner with internal stakeholders to refine onboarding, lifecycle journeys, and success plays.
• Represent the customer voice in internal discussions to influence product and process improvements.
• Manage a portfolio of 60–75 Mid-Market+ EMEA accounts in a 1:1 model and 200+ accounts in a one-to-many model.
• 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 data 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.
• Contribute to the development and execution of scaled success motions, including lifecycle campaigns, educational resources, and digital touchpoints.
• Provide feedback and insights to improve self-service tools and customer journeys.
• Participate in pilot initiatives to test new scaled CS approaches and optimize existing workflows.
• Document and share successful engagement strategies to be replicated across the team.
• Build client references and success stories that can be leveraged by Sales and Marketing.
• Work closely with Sales, Support, Marketing, and Product teams to ensure a seamless customer experience.
• Partner with internal stakeholders to refine onboarding, lifecycle journeys, and success plays.
• Represent the customer voice in internal discussions to influence product and process improvements.
• 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%)

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. 

•  2–4 years of experience in SaaS Customer Success, Sales, Onboarding, or similar customer facing roles.
• Proven success managing high-volume portfolios (50+ accounts) with both 1:1 and 1:many engagement models.
• Strong data analysis skills to interpret customer usage and engagement data and act on insights.
• Positive, proactive, and solutions-focused mindset, comfortable with change and creative problem-solving.
• Exceptional organizational and time management skills to manage a high volume book of business.
• Excellent communication skills (written and verbal), with experience engaging customers digitally.
• Proficiency in Salesforce, Catalyst (or similar CS platforms), and Zoom/webinar tools.
• Must be willing to work 2–11 PM IST and maintain weekly presence in office (not a fully remote role).
•  2–4 years of experience in SaaS Customer Success, Sales, Onboarding, or similar customer facing roles.
• Proven success managing high-volume portfolios (50+ accounts) with both 1:1 and 1:many engagement models.
• Strong data analysis skills to interpret customer usage and engagement data and act on insights.
• Positive, proactive, and solutions-focused mindset, comfortable with change and creative problem-solving.
• Exceptional organizational and time management skills to manage a high volume book of business.
• Excellent communication skills (written and verbal), with experience engaging customers digitally.
• Proficiency in Salesforce, Catalyst (or similar CS platforms), and Zoom/webinar tools.

What Can Help Your Application Stand Out:

•  Experience in a scaled/digital customer success model.
• Familiarity with marketing automation tools (e.g., Groove, HubSpot, Marketo).
• Comfort using AI tools to streamline work and drive customer impact.
• Familiarity with data tools such as Looker, Tableau, or other BI platforms.
• Understanding of the G2 platform and/or B2B SaaS customer lifecycle.
• Experience working with global teams across multiple time zones.
• Proven success engaging with EMEA customers, with sensitivity to cultural nuances.
• Our Commitment to Inclusivity and Diversity
•  Experience in a scaled/digital customer success model.
• Familiarity with marketing automation tools (e.g., Groove, HubSpot, Marketo).
• Comfort using AI tools to streamline work and drive customer impact.
• Familiarity with data tools such as Looker, Tableau, or other BI platforms.
• Understanding of the G2 platform and/or B2B SaaS customer lifecycle.
• Experience working with global teams across multiple time zones.
• Proven success engaging with EMEA customers, with sensitivity to cultural nuances.
• 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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