Nearshore Business Solutions · 6 days ago
Customer Success Lead
United States
Full-time
Remote
Lead/Staff
3+ years expNearshore Business Solutions is seeking a skilled Customer Success Lead to join their growing team. This role involves managing commercial customer relationships, driving customer adoption programs, and leading a Solutions team to enhance customer retention and revenue growth.
Professional Services
No H1B
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
Qualification
Required
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
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
Nearshore Business Solutions
Hire talent across Latin America.
2-10 employees
Funding
Current Stage
Early StageRecent News
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