Customer Success Lead

Job Description

Responsibilities

Account Management & Retention

• Own a BoB of up to 50 accounts (high-touch), representing ~$4M in total annual Google Workspace spend.
• Drive contract renewals end-to-end, including multi-year Google Workspace agreements and Google product expansions.
• Develop and maintain executive relationships at the Director, VP, and C-Suite level across your accounts.
• Segment your portfolio by churn risk, growth potential, and strategic value — adjusting your cadence accordingly.
• Maintain a target Net Revenue Retention (NRR) of ≥110% and < 8% churn rate annually across your BoB.

Growth & Expansion

• Identify and execute upsell and cross-sell opportunities including Gemini Enterprise, additional Google Workspace SKUs, and Google Cloud services.
• Lead a Solutions team and collaborate with Sales to develop account expansion plans tied to QBRs and annual reviews.
• Actively position Gemini AI features and Google Cloud capabilities during client engagements as part of value proposition.

Onboarding & Product Adoption

• Lead high-touch onboarding experiences for new and migrated clients, ensuring rapid time-to-value.
• Drive product adoption across Google Workspace, monitoring usage signals to intervene proactively with at-risk accounts.
• Build educational materials, training sessions, and adoption playbooks for Gemini and Workspace best practices.

Team Leadership

• After a 90-day onboarding period, take ownership of the Solutions team, with direct reports transitioning to you.
• Coach and delegate tactical/low-touch account management to your Solutions team, freeing your capacity for strategic high-touch work.
• Establish clear KPIs, SLAs, and workflows for the combined CS + Solutions Success motion.

Operations & Tooling

• Maintain a clean, up-to-date CRM pipeline across all accounts and contacts in your BoB.
• Report on key CS metrics weekly and prepare executive summaries for leadership reviews.
• Partner with the Director of Operations to refine CS SOPs, health scoring models, and renewal workflows.

Are you interested in this position?
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