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SMB Customer Success Manager

G2

G2

Customer Service, Sales & Business Development
Chicago, IL, USA
Posted on Wednesday, June 19, 2024

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.

We support our employees by offering generous benefits, such as flexible work, ample parental leave, and unlimited PTO. Click here to learn more about our benefits.

About G2 - The Company

When you join G2, you join the global team behind the largest and most trusted software marketplace. Every month, 5.5 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.

G2 is going through exciting growth! We’ve recently secured our Series D funding of $157 million, which will further allow us to grow and develop our product and people. Read about it here!

About The Role

G2 is looking for a Small Business Customer Success Manager who will be responsible for fostering relationships with customers post-sale. This person will work in partnership with an account manager on the sales team and be a primary point of contact for our customers to ensure their success and happiness with G2’s services.

Who will love this job:

  • A teammate: you contribute ideas to elevate your team and improve processes.
  • A learner: willing to study the ins-and-outs of our product and martech at large; creative in solving problems for our customers; not afraid to make mistakes and eager to learn from them
  • A teacher: you help customers navigate the product and inspire confidence.
  • A proud advocate: you represent the voice of our customers and demonstrate empathy, resourcefulness, and the ability to be solutions-focused.
  • A helper: you are engaging, can smooth bumpy roads, and have a knack for building positive relationships.

In this role, you will:

  • Advise customers on best methods to take full advantage of G2’s products, including using our buyer intent data to run better campaigns, collect customer reviews, and user customer-driven content
  • Form strong relationships with customers via Zoom and email and work to keep them fully engaged and supported throughout the relationship
  • Ask creative questions and use active listening to understand and eventually anticipate customer needs and goals; track customer progress on said goals and ensure they are supported
  • Drive a high renewal rate by demonstrating value and identify additional up-sell opportunities
  • Work cross-functionally to gather and report on customer satisfaction and feedback
  • Work internally to resolve any account issues

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.

  • You have 1+ years of experience in customer success or account management
  • You have superior relationship-building skills
  • You have exceptional written and verbal communication skills with a high-level of professionalism
  • You have the ability to maintain a high level of activity, manage multiple competing priorities, and work effectively in a results-driven culture
  • Making customers happy excites you

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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