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.
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.
Coach and delegate tactical/low-touch account management to your Solutions team, freeing your capacity for strategic high-touch work.

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 are organized and process-driven.
You are a leader-in-the-making (or already one).
You write exceptionally well in English.
Google Workspace familiarity is a strong plus.
A GWS Admin or GCP certification, or demonstrable product knowledge, meaningfully reduces ramp up time.

Customer Success Lead

Key skills