Customer Success Manager, SMB

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 https://www.capterra.com/, SoftwareAdvice https://www.softwareadvice.com/, and GetApp https://www.getapp.com/ 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 https://company.g2.com/dei and philanthropic work (like our G2 Gives https://company.g2.com/gives program) because it encourages us all to be better people.

ABOUT THE ROLE

The SMB Customer Success Manager is responsible for driving adoption, retention, and measurable value realization across a portfolio of SMB customers leveraging G2’s Buyer Intent solutions.

This is a high-touch, consultative role focused on building trusted relationships, understanding customer goals, and aligning G2’s data-driven insights to accelerate their go-to-market outcomes. The CSM partners closely with Account Managers to maximize account health, influence renewals, and unlock customer ROI through proactive engagement, enablement, and strategic advisory.

The ideal candidate combines marketing acumen, data literacy, and SaaS experience to help customers leverage Buyer Intent data effectively within their existing tech stack and sales workflows.

This role supports US-based customers from India and requires working in alignment with Pacific Time (5:30 PM IST to 2:30 AM IST). It is a hybrid position, with an expectation of working from the office three days per week.

IN THIS ROLE, YOU WILL: 

Customer Engagement & Partnership (35%)

• Partner with Account Managers to drive overall customer engagement, ensuring G2 offerings are delivering measurable value and ROI.

• Act as a trusted consultant and strategic advisor to customer stakeholders, helping them align G2 insights to pipeline generation, customer proofing, and revenue generation.

• Establish and maintain long-term relationships with customers, fostering trust with both operational and senior business stakeholders.

• Maintain consistent customer contact through regular check-ins, enablement sessions, and business reviews to ensure satisfaction and alignment with success plans.

Adoption & Success Enablement (25%)

• Lead customer enablement and training sessions to ensure adoption of G2’s Buyer Intent data within customer sales and marketing workflows.

• Maintain healthy customer engagement by identifying low utilization and proactively developing action plans to increase adoption.

• Analyze customer health metrics to identify risk and opportunity; use data-driven insights to improve product engagement.

• Collaborate with Support, Product, and Marketing teams to ensure customer issues are resolved promptly and learning resources are leveraged effectively.

Strategic Consulting & Product Advocacy (20%)

• Understand the customer’s marketing and sales tech stack and proactively drive integrations between G2 and existing tools.

• Leverage G2’s scaled content, playbooks, and best practices to help customers operationalise Buyer Intent in their workflows.

• Interpret customer insights and feedback to influence product enhancements - act as the voice of the customer in internal discussions.

• Provide strategic input to Product teams to shape roadmap priorities and innovation opportunities.

Collaboration & Process Improvement (10%)

• Partner cross-functionally with Sales, Marketing Ops, Enablement, and Product to enhance Buyer Intent workflows and customer experience.

• Contribute to pilot programs and process refinements, helping improve playbooks and success models across the SMB BI segment.

• Leverage AI tools and automation to streamline engagement and reporting while maintaining a personal, consultative approach.

Operational Excellence (10%)

• Maintain accurate, real-time documentation of customer activities, metrics, and communications in Salesforce and Catalyst.

• Track and report ROI anecdotes, success stories, and customer outcomes to highlight business impact.

• Ensure adherence to SLAs and internal processes for engagement tracking, renewals, and adoption reporting.

Key Metrics & Success Indicators:

• Gross Renewal Rate (GRR) ≥ 95% across assigned SMB Buyer Intent portfolio

• Maintain consistent cadence of customer meetings per week and month to assess satisfaction and uncover opportunities

• Deliver regular buyer intent use case enablement sessions unlocking G2 Buyer Intent data value

• Maintain an adoption score of ≥ 3 across assigned SMB Buyer Intent portfolio

• Conduct quarterly strategic business reviews (QBRs) with AMs

• Log ≥ 2 impactful customer wins per month demonstrating Buyer Intent value

• Maintain ≥ 95% accuracy in Salesforce and Catalyst across health, renewal, and contact data

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. 

• 3–5 years of experience in SaaS Customer Success, Account Management, or a related client-facing role.

• Proven success managing high-touch SMB or mid-market portfolios, ideally in marketing or revenue tech environments

• Deep understanding of Buyer Intent, ABM, and MarTech ecosystems

• Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights

• Excellent relationship-building and communication skills across both technical and business audiences

• Experience working cross-functionally with Sales, Product, and Marketing teams

• Fluent in English with excellent presentation and written communication skills

• Marketing expertise - knowledge of digital marketing, demand generation, or pipeline acceleration strategies

• Industry background in SaaS, marketing technology, digital advertising, or paid media consulting

• Experience managing integrations and advising customers on CRM or marketing automation platforms (e.g., Salesforce, HubSpot)

• Exposure to AI tools and automation to improve efficiency in customer engagement

• Experience with data visualisation or reporting tools such as Looker.  

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 expressi