Customer Success Manager II
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What you'll do
- Own a portfolio of Growth customers across onboarding, activation, adoption, EBRs, and expansion.
- Drive account activation and time-to-value, ensuring customers reach meaningful outcomes early in their journey.
- Develop and execute customer success plans aligned to customer business objectives
- Proactively identify adoption gaps, risks, renewal risks, and expansion opportunities.
- Partner closely with Sales/Account Management on account strategy, expansion opportunities, and customer engagement.
- Build strong relationships with multiple stakeholders, including business, technical, marketing, operations, and executive personas.
- Run customer meetings, business reviews, adoption conversations, and value/ROI discussions.
- Use customer data, product usage, engagement signals, and health indicators to drive proactive actions.
- Help establish and continuously improve scalable CS processes, playbooks, and operating rhythms.
- Serve as a subject-matter resource for newer CSMs and contribute to improving the overall team's customer management capabilities.
- Stay current on emerging technologies, including AI, GenAI, MCPs, GTM technology, and data/technology intelligence, and understand how these technologies can create value for customers.
What they're looking for
- 3-5 years of experience in Customer Success, Account Management, SaaS, or a related customer-facing role.
- Proven experience managing a portfolio of B2B technology/SaaS customers.
- Demonstrated experience with customer activation, adoption, retention, and expansion.
- Strong understanding of revenue ownership and commercial metrics, including ARR, renewals, expansion, churn, and forecasting.
- Experience working with technology, data, MarTech, RevTech, or adjacent SaaS products.
- Excellent communication and stakeholder-management skills.
Nice to have
- Strong understanding and curiosity around AI, GenAI, MCPs, and emerging technology.
- Highly process-driven with strong attention to detail and operational discipline.
- A self-starter who can operate independently and proactively identify what needs to be done.
- Strong analytical and problem-solving skills, with the ability to translate customer data into actionable recommendations.
- Comfortable working cross-functional with Sales, Product, Marketing, Support, and Operations.
- Ability to manage ambiguity and build structure in a growing organization.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About HG
HG Insights is the pioneer of Revenue Growth Intelligence. For more than a decade, we have delivered comprehensive, AI- driven datasets on B2B buyers, technology adoption, IT spend, and buyer intent, sourced from billions of data points.
Today, we are a trusted partner to Fortune 500 technology companies, hyperscalers, and innovative B2B vendors seeking precise go-to-market analytics and decision-
making. Through an evolving suite of AI agents that incorporate first-party data and buyer signals, HG Insights enables AI-powered GTM automation across sales,
marketing, RevOps, and data analytics teams, modernizing GTM execution from strategy through activation.
We are looking for a Customer Success Manager II to join our Growth team and own the end-to-end customer journey across a portfolio of strategic accounts. This person will be responsible for driving customer activation, adoption, drive retention, and expansion conversation while acting as a trusted advisor to customers.
What you’ll do
- Own a portfolio of Growth customers across onboarding, activation, adoption, EBRs, and expansion.
- Drive account activation and time-to-value, ensuring customers reach meaningful outcomes early in their journey.
- Develop and execute customer success plans aligned to customer business objectives
- Proactively identify adoption gaps, risks, renewal risks, and expansion opportunities.
- Partner closely with Sales/Account Management on account strategy, expansion opportunities, and customer engagement.
- Build strong relationships with multiple stakeholders, including business, technical, marketing, operations, and executive personas.
- Run customer meetings, business reviews, adoption conversations, and value/ROI discussions.
- Use customer data, product usage, engagement signals, and health indicators to drive proactive actions.
- Help establish and continuously improve scalable CS processes, playbooks, and operating rhythms.
- Serve as a subject-matter resource for newer CSMs and contribute to improving the overall team's customer management capabilities.
- Stay current on emerging technologies, including AI, GenAI, MCPs, GTM technology, and data/technology intelligence, and understand how these technologies can create value for customers.
What we are looking for
Minimum Qualifications
- 3-5 years of experience in Customer Success, Account Management, SaaS, or a related customer-facing role.
- Proven experience managing a portfolio of B2B technology/SaaS customers.
- Demonstrated experience with customer activation, adoption, retention, and expansion.
- Strong understanding of revenue ownership and commercial metrics, including ARR, renewals, expansion, churn, and forecasting.
- Experience working with technology, data, MarTech, RevTech, or adjacent SaaS products.
- Excellent communication and stakeholder-management skills.
Preferred Qualifications
- Strong understanding and curiosity around AI, GenAI, MCPs, and emerging technology.
- Highly process-driven with strong attention to detail and operational discipline.
- A self-starter who can operate independently and proactively identify what needs to be done.
- Strong analytical and problem-solving skills, with the ability to translate customer data into actionable recommendations.
- Comfortable working cross-functionally with Sales, Product, Marketing, Support, and Operations.
- Ability to manage ambiguity and build structure in a growing organization.
What we offer/Benefits
We take care of our people fully and genuinely. Every HG Insights employee receives
comprehensive healthcare coverage for themselves and their families, a monthly
wellness reimbursement and access to Able To professional mental health coaching for
stress, anxiety and depression support as per the regions. For your financial future, US
employees benefit from a 401(k) with up to 5% company matching and all UK
employees are enrolled in a pension scheme. Every employee also receives stock
options because the people who build this company should share in its success.
We invest in your growth through an annual learning reimbursement and a genuine
commitment to developing your career at every stage. And through our Culture Club,
you will always have a real voice in shaping the kind of workplace we build together.
Equal Opportunity Employer
HG Insights is proud to be an Equal Employment Opportunity employer. We do not
accept unsolicited resumes from recruiters or employment agencies. In the event of a
recruiter or agency submitting a resume or candidate without a signed agreement being
in place, we explicitly reserve the right to pursue and hire such candidates without any
financial obligation to the recruiter or agency. Any unsolicited resumes, including those
submitted directly to hiring managers, are deemed to be the property of HG Insights.
Company
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