Customer Success Manager, Commercial

G2 is the world's largest and most trusted software marketplace, helping businesses reach their peak potential through trusted insights. The Customer Success Manager, Commercial will partner with larger customers to drive adoption and measurable business outcomes, acting as a strategic advisor and primary partner.

Responsibilities:

• 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

Requirements:

• 4+ years in Customer Success, Account Management, or consultative sales in a customer-facing SaaS role
• Track record influencing retention, expansion, adoption, or NRR
• Experience with executive stakeholders and complex accounts; strong discovery/presentation/writing skills
• Comfort turning data into action; experience leading EBRs or strategic planning sessions
• Proficiency with Salesforce, Google Workspace, and CS platforms; experience with AI tools for account research/prep
• Background in B2B marketing, demand gen, or RevOps; familiarity with intent data/martech
• Experience with health/risk scoring models or multi-product portfolios
• Bachelor's degree or equivalent experience