Customer Success Manager II

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.

About the Role

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.

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.

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.