Full-Time Senior Customer Success Manager

• Lead, manage, and develop a high-performing Customer Success team, including hiring, training, mentoring, and performance management.
• Establish and communicate team goals, KPIs, and best practices to ensure consistent delivery of exceptional client service.
• Act as the primary point of contact for our client base, fostering strong relationships and understanding their needs
• Conduct regular usage reviews to ensure clients are optimizing platform value and meeting contractual commitments.
• Manage inquiry escalation and resolution, coordinating with internal teams to ensure timely responses.
• Offer ongoing account management and support to ensure customer satisfaction
• Educate existing clients on the value of additional G2RS services and solutions
• Collaborate effectively with internal teams to address customer needs
• Take ownership of the customer lifecycle and retention efforts
• Oversee renewals by proactively addressing concerns and securing contract extensions.
• Possess analytical abilities to anticipate and address customer needs proactively
• Conduct Quarterly Business Reviews (QBRs) with clients to review performance, address concerns, and identify opportunities for improvement
• Partner with Sales to develop and execute client strategies that drive expansion, upsell opportunities, and mutual success.
• Undertake additional tasks as assigned and as required

• Demonstrated history of leading and managing high-performing Customer Success teams, including hiring, coaching, and performance management.
• 5+ years in Customer Success, Account Management, or Client Services roles, preferably serving Tier 1 enterprise clients.
• Proven track record managing renewals, QBRs, escalations, and client health for large, complex accounts.
• Proficiency with CRM platforms (e.g., HubSpot, Salesforce) and reporting tools.
• Strong negotiation and presentation abilities
• Capacity to multitask and adapt to rapidly changing priorities
• Keen attention to detail and commitment to delivering high-quality work
• Proven ability to collaborate effectively as part of a team
• Bachelor’s degree or higher preferred

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