About this role
# 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. Apply directly on RemoteJobs.org: https://remotejobs.org/remote-jobs/customer-success-lead-nearshore-business-solutions