Customer Success Lead

<p><strong>The Role:</strong></p><p>We are looking for a full-time seasoned Customer Success Lead to own, grow, and protect the commercial relationships within our high-touch customer base. This is a player-coach role: you will directly manage a Book of Business (BoB) of up to 50 accounts representing approximately ~$4M in total annual Google Workspace spend, while also leading our Solutions team for tactical/low-touch initiatives.</p><p>You will be the person our highest-value clients — Directors, VPs, Procurement leads, and C-Suite executives — trust as a strategic partner. Your primary mandate is ensuring clients renew, expand, and view us as an indispensable part of their Google ecosystem. </p><p>Alongside that, you will be expected to drive Gemini and Google Cloud adoption, execute on expansion opportunities, and develop the playbooks that scale our CS motion across the organization.</p><p>This role is distinct from a traditional Customer Success Manager or Key Account Manager. You will carry a full-cycle commercial motion — onboarding, retention, and upsell — while simultaneously building the systems, segmentation, and coaching cadence that allow your Solutions team to handle the tactical, low-touch layer. </p><p></p><p><strong>Responsibilities:</strong></p><ul><li><p>Account Management & Retention</p><ul><li><p>Own a BoB of up to 50 accounts (high-touch), representing ~$4M in total annual Google Workspace spend.</p></li><li><p>Drive contract renewals end-to-end, including multi-year Google Workspace agreements and Google product expansions.</p></li><li><p>Develop and maintain executive relationships at the Director, VP, and C-Suite level across your accounts.</p></li><li><p>Segment your portfolio by churn risk, growth potential, and strategic value — adjusting your cadence accordingly.</p></li><li><p>Maintain a target Net Revenue Retention (NRR) of ≥110% and < 8% churn rate annually across your BoB.</p></li></ul></li><li><p>Growth & Expansion</p><ul><li><p>Identify and execute upsell and cross-sell opportunities including Gemini Enterprise, additional Google Workspace SKUs, and Google Cloud services.</p></li><li><p>Lead a Solutions team and collaborate with Sales to develop account expansion plans tied to QBRs and annual reviews.</p></li><li><p>Actively position Gemini AI features and Google Cloud capabilities during client engagements as part of our value proposition.</p></li></ul></li><li><p>Onboarding & Product Adoption</p><ul><li><p>Lead high-touch onboarding experiences for new and migrated clients, ensuring rapid time-to-value.</p></li><li><p>Drive product adoption across Google Workspace, monitoring usage signals to intervene proactively with at-risk accounts.</p></li><li><p>Build educational materials, training sessions, and adoption playbooks for Gemini and Workspace best practices.</p></li></ul></li><li><p>Team Leadership</p><ul><li><p>After a 90-day onboarding period, take ownership of the Solutions team, with direct reports transitioning to you.</p></li><li><p>Coach and delegate tactical/low-touch account management to your Solutions team, freeing your capacity for strategic high-touch work.</p></li><li><p>Establish clear KPIs, SLAs, and workflows for the combined CS + Solutions Success motion.</p></li></ul></li><li><p>Operations & Tooling</p><ul><li><p>Maintain a clean, up-to-date CRM pipeline across all accounts and contacts in your BoB.</p></li><li><p>Report on key CS metrics weekly and prepare executive summaries for leadership reviews.</p></li><li><p>Partner with the Director of Operations to refine CS SOPs, health scoring models, and renewal workflows.</p></li></ul></li></ul><p></p><p><strong>Requirements:</strong></p><ul><li><p>You have 3+ years of experience in a full-cycle Customer Success, Account Management, or Commercial AM role — you have owned renewals, driven upsells, and managed a real book of business with ARR targets.</p></li><li><p>You are genuinely client-facing. You are comfortable and confident in front of C-level executives, VPs, and Procurement teams — over video, in writing, and in live strategy sessions.</p></li><li><p>You think commercially. You understand the difference between a support interaction and a revenue conversation, and you know how to navigate both.</p></li><li><p>You are organized and process-driven. You thrive when managing a high-volume portfolio and have a system for triaging urgency, tracking your pipeline, and staying ahead of churn signals.</p></li><li><p>You are a leader-in-the-making (or already one). You are comfortable mentoring, delegating, and being accountable for a small team's output.</p></li><li><p>You write exceptionally well in English. Client communications should require minimal editing. You know how to strike the right tone with an executive vs. a technical lead.</p></li><li><p>You are curious about AI in the context of real business workflows. You understand or can quickly learn how Gemini integrates with Google Workspace and why that matters to a leadership team.</p></li><li><p>You are self-directed and proactive. You identify what needs to happen next before being asked, and you follow through.</p></li><li><p>Google Workspace familiarity is a strong plus. A GWS Admin or GCP certification, or demonstrable product knowledge, meaningfully reduces ramp up time.</p></li></ul><p></p>