About G2 - Our People 

G2 was founded to create a place where people will love to work. We strive to create meaning in work and provide more than just a job: a true calling. At the heart of our community and culture are our people. Our global G2 team comes from a wide range of backgrounds and experiences, and that’s what makes our G2 community  strong and vibrant. We want everyone to bring their authentic selves to work, and we do this through our company and team events, our G2 Gives charitable initiatives, and our Employee Resource Groups (ERGs). 

Our employee-led, leadership-supported ERGs celebrate the diversity of our team, foster inclusivity and belonging, and create a space to connect to each other. Through connections and understanding, we build a stronger and more dynamic global team and help every person reach their personal peak.

Due to Covid, G2 is currently operating fully remote until it is safe to return to the office. 

About G2 - The Company

When you join G2, you join the global team behind the largest and most trusted software marketplace. Every month, 6 million people come to G2 to inform smarter software decisions based on honest peer reviews. Authenticity is our focus, and every day we help thousands of companies, and hundreds of employees, propel their potential. Ready for meaningful work that starts and ends with compassion and heart? You’ve come to the right place.

About the Role

Our first CSM team at G2 focused on our largest enterprise customers.  This team built and refined the role of CSM here.  Seeing the value of the role, we decided to invest in building CSM teams for our global regions, our mid-market segment, as well as our small business (SMB) segment.

Our SMB customers do not miss a beat.  They normally lack the enormous budget of larger companies and have to make every dollar spent on their growth count.  They are eager to capitalize on the most cutting-edge marketing strategies in particular, which makes for a great fit with G2.  SMB is also our highest logo volume segment and will multiply vastly in the next several years.

Each G2 SMB CSM works closely in a pod with an SMB account manager in a strategic and collaborative relationship.  Our CSMs especially are experts at discovery, data-driven storytelling, and consulting for their customers.  SMB CSMs in particular have the largest portfolios, and must be adept at prioritizing and decision-making.

As G2 has grown, so has our need to grow our CSM team as well as its leadership.  We are looking for a leader who has a special talent for scaling customer care and consulting across our large and rapidly growing number of SMB customers, via live and automated CS help.  This person should also be committed to sustaining the collaborative culture and impressive results our CSMs are already producing, creating and executing best practices across the team, and growing with our other CSM teams in our larger Customer Success org.

We want to hire a leader who embraces strategic partnership across the entire revenue org and beyond into other G2 teams like product and marketing.  This leader should have a growth mindset and be passionate about developing and challenging the high level of talent already on the SMB CSM team.  Working with recruiting and employee success, this leader should also be skilled in identifying talent that will compliment the skills of the team and improve it overall.

In this role you will:

• Lead and develop a team of SMB CSMs, who increase speed to value for G2 customers in their segment
• Grow the team through expert talent identification and hiring
• Collaborate with the account management team and leaders aligned to the SMB business to ensure a strong, joint business plan & shared execution to deliver value quickly to our customers
• Work with CSMs and greater revenue org to think of and implement new strategies for engaging customers, helping them get ROI from G2 more quickly, and eventually renew and expand their contracts

Minimum Qualifications:

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+ years experience in account management/Customer Success with a focus on scaling service for large customer portfolios
• 3+ years of management experience in a B2B environment
• Experience in the software, technology, advertising, or digital marketing industry
• The ability to learn quickly and work independently in a fast-paced environment
• Professional written and verbal communication skills
• Ability to multi-task with little supervision and timely customer follow-up

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 http://culture.g2.com/commitments