Customer Success Lead

• 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.

• 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 Cloudasta's value proposition.

• 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.

• 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.

• 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. • 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. • You think commercially. You understand the difference between a support interaction and a revenue conversation, and you know how to navigate both. • 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. • You are a leader-in-the-making (or already one). You are comfortable mentoring, delegating, and being accountable for a small team's output. • 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. • 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. • You are self-directed and proactive. You identify what needs to happen next before being asked, and you follow through. • Google Workspace familiarity is a strong plus. A GWS Admin or GCP certification, or demonstrable product knowledge, meaningfully reduces ramp up time.

• This is a 100% remote opportunity! Preference for candidates in Central or Eastern U.S. time zones.   If you are a motivated and results-oriented individual who is looking for a challenging and rewarding opportunity, we look forward to hearing from you!