Customer Success Lead

Job Title: Customer Success Lead

Location: Remote – Preference for Central or Eastern U.S. Time Zones

Type of Contract: Full-Time | Remote

Salary Range: Competitive Base + Performance-Based Bonus

Language Requirements: Fluent English (Written and Verbal)

We are seeking a skilled Customer Success Lead with experience managing commercial customer relationships, renewals, expansion opportunities, and customer adoption programs to join our growing team. You will play a key role in owning and growing a high-touch book of business while leading a Solutions team that supports tactical customer success initiatives. Your work will directly impact customer retention, Net Revenue Retention (NRR), Google Workspace adoption, and overall revenue growth across strategic accounts.

Key Responsibilities

• Manage a high-touch portfolio of up to 50 customer accounts representing approximately $4M in annual Google Workspace spend.
• Own the full customer lifecycle, including onboarding, adoption, retention, renewals, and expansion opportunities.
• Build and maintain executive-level relationships with Directors, VPs, Procurement leaders, and C-suite stakeholders.
• Identify and execute upsell and cross-sell opportunities across Google Workspace, Gemini Enterprise, and Google Cloud solutions.
• Lead high-touch onboarding initiatives and drive product adoption through proactive engagement and usage monitoring.
• Manage and mentor the Solutions team, establishing KPIs, SLAs, workflows, and scalable customer success playbooks.
• Maintain CRM accuracy, report on key customer success metrics, and collaborate on customer health scoring, renewal processes, and operational improvements.

Must-Have Qualifications

• 3+ years of experience in Customer Success, Account Management, Client Success, or a commercial post-sale role with ownership of renewals and expansion.
• Proven experience managing a book of business with revenue, retention, or ARR accountability.
• Demonstrated success driving renewals, upsells, cross-sells, and customer retention initiatives.
• Experience engaging executive stakeholders and leading strategic business conversations.
• Strong organizational skills with the ability to manage multiple accounts, priorities, and customer health indicators.
• Experience mentoring, coaching, or leading a small team in a player-coach environment.
• Excellent written and verbal English communication skills with the ability to tailor messaging for executive and technical audiences.

Preferred Qualifications

• Experience supporting or selling Google Workspace, Gemini Enterprise, Google Cloud, or similar SaaS ecosystems.
• Familiarity with customer success metrics including NRR, churn rate, adoption metrics, and customer health scoring.
• Experience running QBRs (Quarterly Business Reviews) and executive business reviews.
• Google Workspace Administration certification, Google Cloud certification, or equivalent product expertise.
• Experience building scalable customer success processes, onboarding frameworks, and adoption programs.
• Background in high-touch account management with fewer than 50 strategic accounts and meaningful ARR responsibility.