Team Lead, Scaled Customer Success

About the role

The Team Lead, Scaled Customer Success is a hybrid leadership role (70% account ownership, 30% people management) responsible for guiding a team of Scaled Customer Success Managers across Scaled segments while owning a strategic subset of customers. Operating in the AMER shift (5 PM - 2 AM IST) with a weekly in-office presence in Bengaluru, this role ensures the team delivers measurable outcomes across adoption, retention, and growth, while driving operational discipline and alignment with global success motions. The Team Lead acts as the bridge between strategy and execution - mentoring CSMs, championing process improvements, and representing Customer Success in cross-functional and leadership discussions. In This Role, You Will: People Leadership & Development (30%) Lead and coach a team of CSMs, setting clear performance expectations and success metrics aligned to BRR, adoption, and efficiency. Conduct regular 1:1s, performance reviews, and career development sessions, fostering a culture of accountability and professional growth. Drive enablement and skill-building initiatives, ensuring consistent delivery of consultative, data-driven customer engagement. Serve as a mentor and escalation point for complex customer scenarios, providing coaching on strategic problem-solving and executive communication. Partner with CS leadership on workforce planning, hiring, and onboarding to build future team capability. Customer Portfolio Ownership (40%) Maintain ownership of a strategic book of business, balancing retention and adoption goals. Build and nurture relationships with senior customer stakeholders, providing strategic guidance and driving measurable ROI from G2 solutions. Conduct business reviews (QBRs/EBRs), linking customer outcomes to business impact and renewal health. Lead by example in consultative engagement, success planning, and data storytelling. Collaborate with Account Managers on renewal and upsell strategies, contributing to accurate forecasting and commercial outcomes. Operational Management & Process Excellence (20%) Drive consistent execution of Customer Success playbooks, lifecycle campaigns, and digital programs across the team. Monitor team performance dashboards, ensuring alignment to key operational KPIs (GRR, adoption, engagement rate, and campaign execution). Enforce data hygiene standards in Salesforce, Catalyst, and other success tools with ≥95% accuracy. Identify process gaps and lead initiatives to streamline workflows, improve efficiency, and enhance customer experience. Partner with Rev Ops, Marketing, and Product to pilot new tools, automation, and customer engagement programs. Cross-Functional Enablement & Influence (10%) Represent Customer Success in cross-functional forums with Sales, Product, Marketing, and Enablement, aligning on customer strategy and program priorities. Surface and communicate customer insights to influence product roadmap and marketing programs. Support leadership in quarterly business reviews, planning sessions, and OKR reporting. Champion regional collaboration between AM,

Benefits

Additional Information

About G2 - The Company G2 is the world's largest and most trusted software marketplace. When you join G2, you're joining the industry's leading team that helps businesses reach their peak potential by powering decisions and strategies with trusted insights from real software users. Now, we have joined forces with Capterra , SoftwareAdvice , and GetApp to create the largest source of online data and software insights to fuel intelligent buying in the age of AI. With 200M+ combined annual visitors and 6M verified reviews, we are now the centralized place to enable software buyers to make better and faster decisions with confidence. And we are just getting started! We are setting out to transform the global B2B software industry and become the most trusted data foundation for buyers and sellers of software for the age of AI. Does that sound exciting to you? Come join us as we try to reach our next PEAK! About G2 - Our People At G2, everything we are and what we do is grounded in our PEAK values- ( P erformance + E ntrepreneurship + A uthenticity + K indness. Working at G2 means you are part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other's successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit we push each other to take on challenging work, which will help us all to grow and learn. You will be part of a global, diverse team of smart, dedicated, and kind individuals - each with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and highlight the diverse identities of our global team. As an organization, we are intentional about our DEI and philanthropic work (like our G2 Gives program) because it encourages us all to be better people.

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