About G2 - The Company

G2 is the world's largest and most trusted software marketplace. When you join G2, you’re joining the industry’s leading team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users.

Now, we have joined forces with Capterra, SoftwareAdvice, and GetApp to create the largest source of online data and software insights to fuel intelligent buying in the age of AI. With 200M+ combined annual visitors and 6M verified reviews, we are now the centralized place to enable software buyers to make better and faster decisions with confidence.

And we are just getting started! We are setting out to transform the global B2B software industry and become the most trusted data foundation for buyers and sellers of software for the age of AI.

Does that sound exciting to you? Come join us as we try to reach our next PEAK!

About G2 - Our People

At G2, everything we are and what we do is grounded in our PEAK values— (Performance + Entrepreneurship + Authenticity + Kindness. Working at G2 means you are part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other’s successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit we push each other to take on challenging work, which will help us all to grow and learn.

You will be part of a global, diverse team of smart, dedicated, and kind individuals - each with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and highlight the diverse identities of our global team. As an organization, we are intentional about our DEI and philanthropic work (like our G2 Gives program) because it encourages us all to be better people.

About The Role

The Manager, Client Success leads a team of professionals responsible for the post-sale relationship, onboarding, and retention of G2 Digital Markets’ Emerging customer segments. This leader is responsible for driving consistent revenue growth and exceptional client retention through operational discipline, consultative advocacy, and the innovative use of AI to automate manual workflows.

In This Role, You Will:

• Responsibility Area: Revenue Delivery & Retention Management (35%)

  • Drive consistent and predictable revenue by ensuring the team meets or exceeds quarterly targets, specifically focusing on a $30K per rep baseline.

  • Conduct weekly pipeline and account reviews focused on "DHQA" (Discipline, Habits, Quality, and Activity), ensuring accurate close dates, values, and next steps are logged in the CRM.

  • Maintain high gross and net retention rates with an aggressive focus on account expansions and budget utilization.

  • Identify at-risk accounts early and execute corrective actions, such as focused coaching or targeted retention campaigns, to mitigate churn.

  • Guide the team to have value-driven, consultative conversations that help clients achieve success with G2 Marketing Solutions.

  Responsibility Area: Operational Excellence & AI Innovation (30%)

  • Embed a culture of operational discipline, ensuring all reps meet daily touch expectations and maintain a "time-to-action" on tickets of ≤ 48 hours.

  • AI & Automation Leadership: Proactively identify and implement AI-driven solutions to eliminate manual "loads of manual stuff," such as automated note-taking, ticket categorization, and data entry.

  • Monitor activity dashboards daily and utilize tools like Gong to coach the team on call quality and evidence-based recommendations.

  • Maintain 100% compliance with CRM requirements (e.g., SugarCRM) and ensure zero stalled opportunities through biweekly data quality audits.

  Responsibility Area: Client Experience & Onboarding (20%)

  • Lead the team to deliver a flawless onboarding experience, ensuring 100% of new vendors reach their plan minimums and realize early product value.

  • Partner with Implementation Consultants to drive onboarding completion speed and remove communication roadblocks.

  • Serve as a spirited customer advocate, handling escalations by collaborating effectively with internal product and support teams.

  • Stay up-to-date on industry trends to continuously improve the consultative vendor experience.

  Responsibility Area: Team Leadership & Change Management (15%)

  • Coach and develop 3–4 frontline team members through personalized development plans and regular learning sessions.

  • Serve as a role model for adaptability, driving the adoption of new processes, AI tools, and performance expectations with a positive approach.

  • Foster a collaborative, high-engagement culture by leading at least one cross-functional initiative per quarter with Sales, Marketing, or Product.

Minimum Qualifications:

We realise applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway.

• 5-7 years of experience in Customer Success, Account Management, or a similar client-facing role.

• 2+ years of proven people leadership experience, specifically managing quota-carrying or high-volume teams.

• Extensive experience in B2B SaaS with a focus on global markets.

• Strong data-driven decision-making skills with the ability to own reporting, planning, and forecasting for a regional segment.

• Must be willing to work UK shifts (AMER coverage) out of the India COE and transition to a hybrid model after the initial ramp-up.

Preferences:

• Computer Skills: Proficiency in CRM (SugarCRM/Salesforce), service tickets (Freshdesk), and conversation intelligence tools (Gong).

• AI Aptitude: Demonstrated ability to leverage AI/LLMs to automate manual workflows and improve team productivity.

• Methodology: Familiarity with MEDDPICC or similar sales qualification frameworks.

• Strong storytelling and written communication skills to drive executive engagement on high-growth accounts.

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.

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How We Use AI Technology in Our Hiring Process
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