Customer Success Manager II at HG Insights

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