India Job Post Template

About the role:

G2 is looking for a Customer Success Manager (CSM) responsible for driving adoption, retention, and customer satisfaction across a high-volume portfolio of emerging business accounts. Operating in the AMER shift (5 PM - 2 AM IST) with a weekly in-office presence, this role blends 1:1 account engagement with scalable, one-to-many customer success programs. The CSM will leverage data-driven insights, creative engagement strategies, and strong collaboration with Account Managers to maximize account health, influence renewals, and unlock customer ROI.

In this role, you will be responsible for:

Customer Engagement & Portfolio Management (40%)

• Manage a portfolio of 300+ accounts through a hybrid model combining 1:1 engagement and one-to-many programs.
• Maintain monthly, meaningful touchpoints through digital communication, automated outreach, and strategic live meetings with customer stakeholders.
• Guide customers through onboarding, adoption, and best practices to ensure successful use of G2’s products.
• Monitor G2 usage and review generation metrics to identify gaps and drive targeted outreach.
• Leverage AI tools and automation to increase efficiency and impact.

Retention & Risk Management (30%)

• Use health signals and adoption metrics to identify at-risk accounts early and implement intervention strategies to reduce churn risk.
• Partner with Account Managers on renewal strategy by providing insights into customer adoption, challenges, and opportunities.
• Escalate recurring customer pain points and collaborate internally to resolve systemic issues.

Strategic Consulting & Product Advocacy (20%)

• Understand the customer’s marketing and sales tech stack and proactively drive integrations between G2 and existing tools.
• Leverage G2’s scaled content, playbooks, and best practices to help customers operationalize Buyer Intent in their workflows.
• Interpret customer insights and feedback to influence product enhancements - act as the voice of the customer in internal discussions.
• Provide strategic input to Product teams to shape roadmap priorities and innovation opportunities.

Collaboration & Process Improvement (10%)

• Partner cross-functionally with Sales, Marketing Ops, Enablement, and Product to enhance Buyer Intent workflows and customer experience.
• Contribute to pilot programs and process refinements, helping improve playbooks and success models across the segment.
• Leverage AI tools and automation to streamline engagement and reporting while maintaining a personal, consultative approach.

Key Metrics & Success Indicators:

• Gross Renewal Rate (GRR) ≥ 95% across assigned portfolio
• Maintain consistent cadence of customer meetings per week and month to assess satisfaction and uncover opportunities
• Deliver regular buyer intent use case enablement sessions unlocking G2 Buyer Intent data value
• Maintain a health score of ≥ 4 across assigned portfolio
• Conduct strategic business reviews with AMs
• Log ≥ 2 impactful customer wins per month demonstrating G2 value
• Maintain ≥ 95% accuracy in Salesforce and Catalyst across health, renewal, and contact data

Minimum Qualifications:

Required:

• 1–4 years of experience in SaaS Customer Success, Account Management, or a related client-facing role.
• Proven success managing high volume portfolios, ideally in marketing or revenue tech environments
• Deep understanding of Buyer Intent, ABM, and MarTech ecosystems
• Strong analytical and problem-solving skills with the ability to interpret data and derive actionable insights
• Excellent relationship-building and communication skills across both technical and business audiences
• Experience working cross-functionally with Sales, Product, and Marketing teams
• Fluent in English with excellent presentation and written communication skills

Preferred:

• Marketing expertise - knowledge of digital marketing, demand generation, advertising or pipeline acceleration strategies
• Industry background in SaaS, marketing technology, digital advertising, or paid media consulting
• Experience managing integrations and advising customers on CRM or marketing automation platforms (e.g., Salesforce, HubSpot)
• Exposure to AI tools and automation to improve efficiency in customer engagement
• Experience with data visualization or reporting tools such as Looker.