Director, Mid-Market Customer Success

About G2 - The Company

When you join G2, you’re joining the team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users.

G2 is the world's largest and most trusted software marketplace. More than 100 million people annually — including employees at all Fortune 500 companies — use G2 to make smarter software decisions based on authentic peer reviews. Thousands of software and services companies of all sizes partner with G2 to build their reputation and grow their business — including Salesforce, HubSpot, Zoom, and Adobe. To learn more about where you go for software, visit www.g2.com and follow us on LinkedIn.

As we continue on our growth journey, we are striving to be the most trusted data source in the age of AI for informing software buying decisions and go-to-market strategies. Does that sound exciting to you? Come join us as we try to reach our next PEAK!

About G2 - Our People 

At G2, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You’ll be 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. 

G2’s Customer Success organization operates with a product success mindset. Our directors lead teams that ensure customers fully adopt the G2 platform, activate usage across their organizations, and realize measurable value. This director role drives outcomes across a large book of business with responsibility for onboarding quality, feature utilization, review outcomes, retention performance, and customer advocacy.

In this role, you'll be directly leading a team of 7-8 Customer Success Managers in our Mid-Market segment.

This leader partners closely with our Mid-Market Account Management team to create connected coverage models and revenue aligned pod structures. The team operates at scale, averaging high logo volumes and a wide range of product maturity levels. The director will shape operating rhythms, deploy AI enabled workflows, and design scalable engagement strategies that improve customer output by measurable percentages.

The role requires an operator who is comfortable experimenting with new technologies, managing complex cross functional issues, and elevating team performance through structured coaching, productivity programs, and clear execution frameworks.

Product Success and Customer Outcomes

• Build a repeatable product success framework that increases activation, usage depth, and expansion readiness by measurable percentages across the customer base.

• Define quarterly utilization targets and lead the team to drive adoption patterns that correlate with increased retention probability.

• Partner with Product and Support to reduce friction across core workflows and surface top customer insights.

Leadership of a High Output Customer Success Team

• Lead a team of Customer Success Managers who support customers along the full adoption and value lifecycle.

• Implement training and enablement programs that improve team productivity by at least 10 to 20% through process simplification and AI assisted workflows.

• Design and refine pod structures that align account managers and customer success managers for multithreaded engagement.

Operational Excellence and Reporting

• Own core operating metrics including portfolio health, renewal forecast accuracy, onboarding throughput, and utilization coverage.

• Drive the utilization of standard go-to-market tools such as Catalyst, Salesforce, Gong and various reporting standards and automation that enable real time health scoring, customer mapping, and renewal visibility.

• Lead quarterly planning and capacity modeling to optimize portfolio distribution and workload balance.

AI Enabled Customer Experience Innovation

• Introduce new AI tools and workflows that increase CSM reach, reduce manual work, and scale personalized engagement to large segments.

• Develop data backed experiments, document outcomes, and move successful pilots into full operational rollout.

• Create adaptable AI use cases for onboarding, account insights, customer education, and in product decision support.

Strategic Cross Functional Collaboration

• Represent Customer Success in executive level conversations related to retention, renewal risk, packaging, and customer experience improvements.

• Partner with Support on complex escalations and help prioritize root cause resolutions.

• Contribute to company level OKRs, particularly those tied to product performance, customer satisfaction, and operational efficiency.

We realize 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 or more years in Customer Success or Account Management in a B2B SaaS environment with a track record of improving retention and product utilization.

• 2 or more years managing customer facing teams with at least ten direct reports or equivalent scale.

• Experience leading teams supporting portfolios that exceed 250 customers or multiple millions of dollars in recurring revenue.

• Proven ability to build operating cadences, dashboards, and forecasting models in Salesforce, Gainsight, or similar tools.

• Demonstrated success using AI or automation in a customer facing setting resulting in measurable productivity or outcome improvements.

• Strong consultative skills including discovery, data backed storytelling, and executive communication.

• Ability to drive change across matrixed teams and navigate large scale customer challenges.

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 way—we 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.