US Customer Support Manager
•Myedspacecareers· 6h
🎧 Support⏰ Full-time🎯 Lead / Principal🇲🇽 Mexico
6h ago
G2·about 8 hours ago
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— (Performance + Entrepreneurship + Authenticity + Kindness. 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.
The Enterprise Customer Success Manager is responsible for helping our most complex, enterprise-level customers achieve measurable business outcomes through their partnership with G2. This role manages a portfolio of enterprise customers, drives product adoption, builds strategic relationships, identifies and mitigates renewal risk, and partners closely with Account Management to support retention and expansion.
The successful candidate combines strong customer relationship skills with commercial judgment, disciplined account management, and the ability to translate customer goals and product data into clear recommendations. They are comfortable working with marketing, demand generation, revenue operations, sales operations, and analytics stakeholders and can confidently lead both strategic and tactical customer conversations.
Understand customer priorities and build success plans connecting G2 solutions (Buyer Intent, paid media, content, review generation) to measurable goals.
Monitor adoption, sentiment, and health signals to catch risk early; forecast renewal health and document mitigation plans.
Lead discovery, challenge customer strategy when needed, and clearly communicate demonstrated ROI.
Partner with Account Managers on coordinated retention/growth strategies and flag expansion readiness.
Build trusted relationships with executive sponsors and day-to-day stakeholders.
Lead EBRs, success planning sessions, and strategic workshops.
Translate data and feedback into clear recommendations for both operational and executive audiences.
Maintain accurate account plans, health scores, stakeholder maps, and next steps in Salesforce/CS platform.
Prioritize by impact, renewal timing, and risk; escalate technical/product issues appropriately while owning the overall customer experience.
Share insights and best practices; identify advocacy candidates (references, case studies); mentor teammates.
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.
5+ years of experience in Customer Success, Account Management, consultative sales, or another customer-facing SaaS role
3+ years of experience working with Enterprise-level customers
Demonstrated success influencing customer retention, adoption, expansion, net revenue retention, or comparable revenue outcomes
Use of AI tools for research or agent development in the past with examples
Strong discovery, consultation, presentation, and written communication skills
Experience managing multiple customer relationships, projects, priorities, and deadlines simultaneously
Ability to use customer and product data to identify trends, assess risk, and recommend actions
Strong organizational skills and evidence of using repeatable systems to manage customer work
Experience partnering with Account Management, Sales, Marketing, Revenue Operations, or related teams
Proficiency with Salesforce, Google Workspace, and customer-facing business applications
Ability to communicate confidently with both operational and executive stakeholders
Experience supporting B2B marketing, demand generation, revenue operations, sales operations, or analytics teams
Familiarity with marketing automation, CRM systems, intent data, digital advertising, customer data, or other marketing technology
Experience with Customer Success platforms and customer health or risk-scoring models
Experience facilitating executive business reviews, account planning sessions, or strategic customer workshops
Experience using AI-supported tools to analyze customer information, prepare engagements, or improve productivity
In the US, we are thrilled to already have strong sales talent based remotely in a variety of different locations. Not only do we have a great office & HQ based in Chicago, but many of the revenue leadership team are based locally. Because of this, there is always a preference for Chicago based talent. We do ask that Chicago based talent come into the office 1-2 days per week.
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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