Senior Enterprise Client Success Manager

2 weeks ago


Chicago, Illinois, United States G2 USA Full time
About G2 - Our People
At G2, we are dedicated to creating a workplace where individuals find purpose and fulfillment in their careers. Our diverse global team enriches our community, bringing together various backgrounds and experiences that strengthen our culture.

We encourage our employees to express their authentic selves through various initiatives, including company events, charitable efforts, and Employee Resource Groups (ERGs). These ERGs, supported by leadership, celebrate our team's diversity and foster an inclusive environment, enabling connections that enhance our dynamic workforce.

We offer generous benefits, including flexible work arrangements, extensive parental leave, and unlimited paid time off.

About G2 - The Company
As a member of G2, you become part of the leading global team behind the most trusted software marketplace. Each month, millions of users rely on G2 to make informed software decisions based on genuine peer reviews. Our commitment to authenticity drives us to assist countless organizations in unlocking their potential.

G2 is experiencing significant growth, recently securing substantial funding to further enhance our product offerings and team development.

About The Role
We are seeking a skilled and passionate Enterprise Customer Success Manager to cultivate relationships with key Enterprise B2B clients post-sale, ensuring product adoption and delivering measurable ROI.

As an Enterprise CSM, you will collaborate with leading software companies globally, helping them build their brand, gain critical customer insights, and refine their Go-to-Market strategies.

The ideal candidate will serve as the primary contact for clients, championing their success and satisfaction with G2's offerings. The Enterprise CSM should possess a consultative mindset, be engaging, and be eager to explore the technical facets of G2's products.

Who Will Excel in This Role
A Dedicated Advocate: You embody the voice of our clients, demonstrating empathy, resourcefulness, and a solutions-oriented approach.

An Educator: You guide clients through the product, instilling confidence and understanding.

A Supportive Partner: You excel at building positive relationships and navigating challenges with ease.

A Knowledgeable Expert: You will master G2's products and creatively solve client challenges.

A Collaborative Teammate: You contribute ideas to enhance team performance and processes.

A Data-Driven Storyteller: You leverage data to craft compelling narratives that drive product adoption.

Key Responsibilities
Advising and Guiding: Assist a diverse array of Enterprise B2B SaaS clients in adopting G2's solutions to maximize their ROI.

Trusted Advisor: Act as a reliable consultant throughout the customer lifecycle, from onboarding to renewal.

Consultative Strategy: Provide clients with best practices to leverage G2's offerings, focusing on buyer intent, market intelligence, content, and review generation, while identifying upsell opportunities.

Relationship Development: Build strong connections with stakeholders at all levels, ensuring engagement and support through various communication channels.

Understanding Client Needs: Anticipate and address the goals and requirements of clients.

Mutual Success Planning: Develop and monitor Mutual Success Plans, conducting business reviews to celebrate achievements and adjust strategies as needed.

Strategic Partnership: Collaborate with an Account Manager to drive revenue growth and renewals within your client portfolio.

Cross-Functional Collaboration: Work with other teams to gather customer feedback and resolve account issues.

Feedback Integration: Partner with the Product team to relay customer insights, ensuring G2's offerings remain competitive.

Travel Requirements: Occasional travel for customer conferences may be necessary.

Performance Metrics
Maintain high levels of customer engagement through regular meetings and check-ins, ensuring satisfaction and addressing concerns.

Minimum Qualifications
Experience: 4+ years in Customer Success or technology product consulting.

Marketing Acumen: Proficient in marketing strategy, planning, and tactics, including Account-Based Marketing (ABM) and ROI methodologies.

Industry Knowledge: Experience working with enterprise-level clients in technology, software, or digital marketing sectors.

Relationship Management: Exceptional skills in building and maintaining relationships.

Attention to Detail: Highly detail-oriented with strong project and time management capabilities.

Communication Skills: Excellent verbal, written, and presentation skills, with an engaging style that captivates clients.

Technical Implementation: Experience in implementing large-scale, cloud-based SaaS solutions within large organizations.

Customer-Centric Approach: A passion for ensuring client satisfaction.

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