Customer Success Manager

About this job

G2 operates the world's largest and most trusted software marketplace, uniting platforms like Capterra, SoftwareAdvice, and GetApp to provide data and software insights that empower B2B buyers and sellers. As a Customer Success Manager at G2 in Bengaluru, you will work in a global team grounded in PEAK values. The role involves driving adoption, retention, and customer satisfaction across a high-volume portfolio of emerging business accounts during the AMER shift (5 PM to 2 AM IST) with weekly in-office presence. On a normal day, you will balance 1-to-1 account engagement with 1-to-many programs, using data-driven insights and AI tools to guide onboarding, monitor usage metrics, manage churn risks, and collaborate with Account Managers to maximize customer ROI and secure renewals.

Responsibilities

• Manage a portfolio of 300+ accounts using a hybrid model of 1:1 engagement and 1-to-many programs.
• Guide customers through onboarding, adoption, and best practices to ensure successful product usage.
• Monitor G2 usage and review generation metrics to identify gaps and drive targeted outreach.
• Use health signals and adoption metrics to spot at-risk accounts early and implement intervention strategies.
• Partner with Account Managers on renewal strategies and provide insights into customer adoption and challenges.
• Drive integrations between G2 and customer tech stacks while operationalizing Buyer Intent workflows.
• Maintain high accuracy in Salesforce and Catalyst regarding health, renewal, and contact data.

Requirements

• 1 to 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 to interpret data and derive actionable insights.
• Excellent relationship-building and communication skills across technical and business audiences.
• Experience working cross-functionally with Sales, Product, and Marketing teams.
• Fluent in English with exceptional presentation and written communication skills.

Good to have

• Marketing expertise in digital marketing, demand generation, advertising, or pipeline acceleration.
• Industry background in SaaS, marketing technology, digital advertising, or paid media consulting.
• Experience managing integrations and advising on CRM or marketing automation platforms like Salesforce or HubSpot.
• Exposure to AI tools and automation for improving customer engagement efficiency.
• Experience with data visualization or reporting tools such as Looker.

Who should apply

This role suits professionals with 1 to 4 years of experience in SaaS customer success or account management who thrive in data-driven, fast-paced environments. Ideal candidates possess strong analytical skills, familiarity with MarTech ecosystems, and the ability to manage large account portfolios effectively during AMER shift hours. Freshers cannot apply as prior relevant experience is required.

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