Customer Success Lead

This is a fully remote position, open to applicants in Latin America.

📋 Description

• Manage a Book of Business (BoB) comprising up to 50 accounts (high-touch), representing approximately $4 million in total annual expenditure on Google Workspace.

• Oversee the complete contract renewal process, including multi-year agreements for Google Workspace and expansions of Google products.

• Cultivate and sustain executive relationships at the Director, VP, and C-Suite levels within your accounts.

• Categorize your portfolio based on churn risk, growth potential, and strategic importance — adjusting your engagement frequency as necessary.

• Achieve a target Net Revenue Retention (NRR) of 110% or higher and maintain an annual churn rate of less than 8% across your BoB.

• Recognize and implement upsell and cross-sell opportunities, including Gemini Enterprise, additional Google Workspace SKUs, and Google Cloud services.

• Lead a Solutions team and partner with Sales to create account expansion strategies linked to Quarterly Business Reviews (QBRs) and annual assessments.

• Promote product adoption throughout Google Workspace, tracking usage indicators to proactively engage with at-risk accounts.

• Develop educational resources, training sessions, and adoption playbooks for best practices related to Gemini and Workspace.

• Mentor and assign tactical/low-touch account management tasks to your Solutions team, allowing you to focus on strategic high-touch initiatives.

⛳️ Requirements

• A minimum of 3 years of experience in a full-cycle Customer Success, Account Management, or Commercial Account Management role — demonstrating ownership of renewals, driving upsells, and managing a tangible book of business with Annual Recurring Revenue (ARR) targets.

• You possess a strong client-facing demeanor.

• You are comfortable and self-assured when interacting with C-level executives, VPs, and Procurement teams — whether via video, in writing, or during live strategic sessions.

• You have a commercial mindset.

• You are well-organized and process-oriented.

• You are a potential leader (or already an established one).

• You have exceptional writing skills in English.

• Familiarity with Google Workspace is a significant advantage.

• Possession of a Google Workspace Admin or Google Cloud Platform certification, or substantial product knowledge, significantly shortens ramp-up time.

🏝️ Benefits

• Opportunities for professional development

• Flexible work arrangements