SMB - Customer Success Manager

About G2 - Our People 

G2 was founded to create a place where people will love to work. We strive to create meaning in work and provide more than just a job: a true calling. At the heart of our community and culture are our people. Our global G2 team comes from a wide range of backgrounds and experiences, and that’s what makes our G2 community  strong and vibrant. We want everyone to bring their authentic selves to work, and we do this through our company and team events, our G2 Gives charitable initiatives, and our Employee Resource Groups (ERGs). 

Our employee-led, leadership-supported ERGs celebrate the diversity of our team, foster inclusivity and belonging, and create a space to connect to each other. Through connections and understanding, we build a stronger and more dynamic global team and help every person reach their personal peak.

We support our employees' well-being by providing extensive benefits, including flexible work, aligned time off, and various leave options such as maternity, paternity, and sabbatical leaves. Click here to learn more about our benefits. 

About G2 - The Company

When you join G2, you join the global team behind the largest and most trusted software marketplace. Every month, 5.5 million people come to G2 to inform smarter software decisions based on honest peer reviews. Authenticity is our focus, and every day we help thousands of companies, and hundreds of employees, propel their potential. Ready for meaningful work that starts and ends with compassion and heart? You’ve come to the right place.

G2 is going through exciting growth! We’ve recently secured our Series D funding of $157 million, which will further allow us to grow and develop our product and people. Read about it here!

About The Role

G2 is seeking an SMB Customer Success Manager to build and nurture strong post-sale relationships with our US customers. This role involves partnering closely with account managers on the sales team and serving as the primary point of contact to ensure customers achieve success and satisfaction with G2’s services. We’re looking for a candidate who is innovative, entrepreneurial, and eager to learn quickly. This position involves managing US customers from India and requires working PST hours. Initially, the role will follow a full-time, five-day workweek to support team ramp-up and training during the first six months. After this phase, the position will transition to a hybrid work model.

In this role, you will:

• Guide customers on the best practices for leveraging G2’s products, including utilizing buyer intent data for better campaigns, collecting customer reviews, and maximizing the use of customer-driven content.
• Build strong, long-lasting relationships with customers through regular Zoom calls and email communication, ensuring they remain engaged, supported, and satisfied throughout their journey with G2.
• Actively engage with key stakeholders and potential champions within accounts to understand their needs, demonstrate G2’s value, and help them achieve their goals.
• Promote G2’s products within customer accounts by showcasing their value and helping to identify and nurture champions who can drive engagement and advocacy.
• Act as a G2 product expert, equipping customers with the knowledge and resources needed to adopt G2’s solutions fully and achieve their business goals.
• Ensure new customers get off to a fast start by providing seamless onboarding experiences and ensuring they see value from G2’s offerings quickly.
• Use active listening and creative questioning to understand and anticipate customer needs and goals, track their progress, and provide the necessary support to achieve their objectives.
• Collaborate with Account Managers to demonstrate G2’s value, ensuring high renewal rates and identifying opportunities for upselling additional services or features.
• Work cross-functionally to gather, analyze, and report on customer feedback and satisfaction metrics, using these insights to improve the overall customer experience.
• Collaborate with internal teams to resolve any account issues promptly, acting as an advocate for your customers within G2.

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. 

• Bachelor’s degree in Business Administration, Marketing, or a related field.
• 2–5 years of experience in customer success or account management, ideally within the SMB segment.
• This role requires a five-day/hybrid, in-office schedule aligned with US shift timings.
• Experience in SaaS with a solid understanding of marketing and how marketers operate.
• Strong relationship-building and storytelling abilities to connect with customers effectively.
• Exceptional written and verbal communication skills with a professional demeanor.
• Highly organized with excellent attention to detail and the ability to juggle multiple priorities.
• A consultative and solutions-oriented approach to selling.
• Ability to thrive in a high-activity, results-oriented environment while managing competing priorities.
• A passion for making customers happy and ensuring their success excites you.

Bonus points for:

• Familiarity with Salesforce and its functionalities.
• Experience using Catalyst, Gong and/or other Customer Success Platforms.
• Strong project management skills to effectively coordinate and execute tasks.

Who will love this job:

• A teammate: you contribute ideas to elevate your team and improve processes.
• A learner: willing to study the ins-and-outs of our product and martech at large; creative in solving problems for our customers; not afraid to make mistakes and eager to learn from them
• A teacher: you help customers navigate the product and inspire confidence. 
• A proud advocate: you represent the voice of our customers and demonstrate empathy, resourcefulness, and the ability to be solutions-focused.
• A helper: you are engaging, can smooth bumpy roads, and have a knack for building positive relationships.

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.