Note: The job is a remote job and is open to candidates in USA. Nearshore Business Solutions is seeking a skilled Customer Success Lead to manage commercial customer relationships and drive customer adoption programs. The role involves owning a high-touch book of business and leading a Solutions team to enhance customer retention and revenue growth.
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
Skills
- 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
- 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
Company Overview