Customer Success Manager – Mid-market

Role Overview

• Proud advocate that consults customers on best methods to take full advantage of G2’s products, including paid media, BI, content, and review strategies
• Form strong relationships that influence upsell opportunities, and shift from relationship to partnership with the client
• Understand and anticipate customer’s needs and goals; track customer progress on goals and capture big wins to provide ROI back to customer
• Build a strong partnership with your Account Manager and develop an account playbook to expand and retain your book of business to meet/ exceed your goals
• Understand most general technical issues and be excellent at funneling to the appropriate channel
• TS, TechOps, or when the CSM should be able to handle questions themselves. Will limit reliance on TS/ SolCons. This person also knows when to escalate cases based on the importance of the ticket and SLA.
• Contributes to thought leadership for G2's entire client base by sourcing case studies and testimonials from your clients that can have a strategic sales/retention impact on the rest of our clients.
• Raise your hand for new opportunities cross-functionally, mentor other G2ers, participate in councils or SME opportunities, answer questions in slack groups to share your knowledge, and help others build their skills
• Uncover training opportunities to help elevate the team and partner with the manager to run L&D sessions
• Meet/Exceed retention goals by being an active participant, which will result in identifying upsell opportunities alongside Account Manager and making business decisions that benefit customers' business.

Requirements

• 2+ years of proven Customer Success, Account Management, Sales or relevant customer facing SaaS experience (high preference for experience in Digital Media/Marketing)
• Proven, verifiable track record of quota attainment / achieving NRR or other revenue goals
• Strong communication skills
• Process-minded, with experience in project management
• Detail-oriented, with clear evidence of implementing organizational systems
• Experience working closely with B2B demand gen, marketing operations, sales operations and analytics teams
• Experience with: Google suite, Salesforce CRM, data proficient

Tech Stack

• TypeScript

Benefits

• Flexible work
• Ample parental leave
• Unlimited PTO