Senior Enterprise Client Success Manager

2 weeks ago

Chicago, Illinois, United States G2 USA Full time
About G2 - Our People
At G2, we have established a workplace where individuals are excited to contribute and thrive. We aim to infuse purpose into work, transforming jobs into meaningful careers. Our diverse global team, enriched by various backgrounds and experiences, forms the backbone of our vibrant community.

We encourage authenticity in the workplace through engaging company events, charitable initiatives under G2 Gives, and our Employee Resource Groups (ERGs). These employee-led groups, supported by leadership, celebrate our team's diversity, foster inclusivity, and create opportunities for connection.

By nurturing understanding and collaboration, we build a robust global team that empowers every individual to achieve their personal best. We support our employees with 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 global team behind the largest and most reputable software marketplace. Each month, millions rely on G2 to make informed software choices based on genuine peer reviews. Our commitment to authenticity drives us to assist thousands of companies and their employees in realizing their full potential.

G2 is currently experiencing exciting growth, having secured significant funding to enhance our product offerings and support our team.

About The Role
We are seeking a dedicated and seasoned Enterprise Customer Success Manager responsible for nurturing relationships with key Enterprise B2B clients post-sale, promoting product adoption, and ensuring return on investment.

Our Enterprise CSMs collaborate with leading software companies globally to enhance their brand, gather valuable customer insights, and refine their go-to-market strategies.

The ideal candidate will serve as the primary liaison for clients, championing their success and satisfaction with G2's products and services. The Enterprise CSM should possess a consultative approach, be engaging, and be enthusiastic about delving into the technical aspects of G2's offerings.

Who Will Excel in This Role
  • A Proud Advocate: You embody the voice of our customers, showcasing empathy, resourcefulness, and a solutions-oriented mindset.
  • A Teacher: You guide customers through the product, instilling confidence in their usage.
  • A Helper: You excel in smoothing out challenges and building positive relationships.
  • A Subject Matter Expert: You master G2's products and services, creatively solving customer challenges.
  • A Teammate: You contribute innovative ideas to enhance team performance and processes.
  • A Storyteller: You leverage data to craft compelling narratives that drive product adoption.

In This Role, You Will
  • Advise and Guide: Assist a diverse range of Enterprise B2B SaaS clients in adopting G2's solutions and maximizing their ROI.
  • Trusted Advisor: Act as a dependable advisor throughout the customer lifecycle, from onboarding to renewal.
  • Consultative Approach: Provide clients with best practices to utilize G2's products effectively, focusing on high renewal rates and identifying upsell opportunities.
  • Relationship Building: Establish strong connections with stakeholders at all levels, ensuring ongoing engagement and support.
  • Understand Needs: Anticipate and address the goals and needs of customers.
  • Mutual Success Plans: Develop and monitor Mutual Success Plans, conducting business reviews to celebrate achievements and adjust strategies as needed.
  • Strategize: Collaborate with an Account Manager to expand and renew revenue within your portfolio.
  • Cross-Functional Collaboration: Work with other teams to gather customer feedback and resolve account issues.
  • Feedback Loop: Partner with the Product team to relay customer insights, ensuring G2's offerings remain competitive.
  • Travel: Occasionally attend customer conferences.

Key Metrics for G2 CSMs
  • Meetings Per Day, Week, and Month: Maintain a high level of customer engagement through regular meetings.
  • VP+ Meetings: Schedule and conduct meetings with senior executives.
  • QBRs: Lead Quarterly Business Reviews to assess progress and strategic plans.
  • Customer Check-Ins: Regularly connect with customers to ensure satisfaction and address any concerns.
  • Big Wins: Track and report on significant customer successes.
  • Adoption Score: Monitor and enhance the adoption score of G2's products among clients.

Minimum Qualifications
  • Experience: 4+ years in Customer Success or technology product consulting.
  • Marketing Expertise: Proficient in marketing strategy, planning, and tactics, including Account-Based Marketing (ABM) and ROI methodologies.
  • Industry Experience: Experience working with enterprise-level clients in technology, software, paid media, or digital marketing.
  • Paid Media: Background in managing or consulting on paid media strategies.
  • Relationship Building: Exceptional skills in building and maintaining relationships.
  • Attention to Detail: Highly detail-oriented with strong project and time management abilities.
  • Communication Skills: Excellent verbal, written, and presentation skills that engage customers and establish expertise.
  • Technical Implementation: Experience in implementing large-scale, cloud-based SaaS solutions.
  • Customer Focus: A passion for ensuring customer satisfaction.

Our Commitment to Inclusivity and Diversity
At G2, we are dedicated to fostering an inclusive and diverse environment where individuals from all backgrounds can thrive and feel welcomed.

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