Customer Success Manager, Mid-market

Customer Success Manager A Customer Success Manager on the Mid-market Team has clearly demonstrated their ability to master the product and processes in the role to make them an asset to the team. They meet their KPIs, and build strong partnerships with their pod mates and customers. A senior emerges as a leader on the team by being a person who the team goes to regularly to get advice and helps identify and lead L&D to elevate the team. In This Role, You Will: 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. Minimum Qualifications: 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 What Can Help Your Application Stand Out: Familiarity with the marketing tech stack: Marketing Automation, digital marketing technologies, data providers, B2B digital media. Experience using Marketing Automation, CRM or related applications is a plus Travel on occasion to customer meetings/conferences About the Office In the US, we are thrilled to already have strong sales talent based remotely in a variety of different locations. Not only do we have a great office & HQ based in Chicago, but many of the revenue leadership team are based locally. Because of this, there is always a preference for Chicago based talent. Our Chicago based Customer Success Team members go into the office 2 days a week (Tuesday & Thursday), so this would be required for any local team members. 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 expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments here. For job applicants in California, the United Kingdom, and the European Union, please review this applicant privacy notice before applying to this job. How We Use AI Technology in Our Hiring Process G2 incorporates AI-powered technology to enhance our candidate evaluation process. These tools may assist with initial application screening, skills assessment analysis, and identifying candidates whose qualifications align with specific role requirements. While AI technology supports our recruitment workflow, all final hiring decisions remain under human oversight and judgment. Your Choice Matters: If you would prefer that your application be reviewed without AI assistance, you can opt out by entering your email address in the email entry field at the bottom of the Automated Processing Legal Notice. Choosing to opt out will not disadvantage your application in any waywe will ensure your materials receive a thorough manual review by our hiring team. For additional details about how we handle your information throughout the application process, please review G2's Applicant Privacy Notice.

Created: 2026-03-04