G2 · 2 months ago
Director, Mid-Market Customer Success
Chicago
Full-time
Onsite
Lead/Staff, Director/Executive
$160K/yr - $190K/yr
5+ years expG2 is the world's largest and most trusted software marketplace, helping businesses make smarter software decisions. The Director of Mid-Market Customer Success will lead a team to ensure customer adoption and value realization from the G2 platform, focusing on operational excellence and innovative AI solutions.
B2BBusiness IntelligenceConsumer ReviewsEnterprise SoftwareMarketing AutomationMarketplaceSoftware
Responsibilities
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
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
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
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
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
Qualification
Required
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
Company
G2 operates a software marketplace for business organizations to research, buy, and manage their software and services.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$257.57MKey Investors
IVPAccelPritzker Group Venture Capital
2021-06-22Series D· $157M
2018-10-11Series C· $55M
2017-05-23Series B· $30M
Leadership Team
Godard Abel
Co-founder & CEO
Tim Handorf
Co-Founder - Head of G2 Labs
Recent News
2026-01-16
Accel
2025-12-10
Company data provided by crunchbase