Customer Success Lead

The Role: We are looking for a full-time seasoned Customer Success Lead to own, grow, and protect the commercial relationships within our high-touch customer base. This is a player-coach role: you will directly manage a Book of Business (BoB) of up to 50 accounts representing approximately ~$4M in total annual Google Workspace spend, while also leading our Solutions team for tactical/low-touch initiatives. You will be the person our highest-value clients — Directors, VPs, Procurement leads, and C-Suite executives — trust as a strategic partner. Your primary mandate is ensuring clients renew, expand, and view us as an indispensable part of their Google ecosystem. Alongside that, you will be expected to drive Gemini and Google Cloud adoption, execute on expansion opportunities, and develop the playbooks that scale our CS motion across the organization. This role is distinct from a traditional Customer Success Manager or Key Account Manager. You will carry a full-cycle commercial motion — onboarding, retention, and upsell — while simultaneously building the systems, segmentation, and coaching cadence that allow your Solutions team to handle the tactical, low-touch layer. 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 Apply To This Job