{"id":335734,"date":"2026-07-31T00:00:00","date_gmt":"2026-07-30T23:00:00","guid":{"rendered":"https:\/\/www.remotetribe.life\/remotejobs\/job\/customer-success-lead\/"},"modified":"2026-07-31T00:00:00","modified_gmt":"2026-07-30T23:00:00","slug":"customer-success-lead","status":"publish","type":"job_listing","link":"https:\/\/www.remotetribe.life\/remotejobs\/job\/customer-success-lead\/","title":{"rendered":"Customer Success Lead"},"content":{"rendered":"<p>Cloudasta is 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.<\/p>\n<p>You will be the person our highest-value clients \u2014 Directors, VPs, Procurement leads, and C-Suite executives \u2014 trust as a strategic partner. Your primary mandate is ensuring clients renew, expand, and view Cloudasta as an indispensable part of their Google ecosystem.<\/p>\n<p>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.<\/p>\n<p>\u00a0<\/p>\n<p>This role is distinct from a traditional Customer Success Manager or Key Account Manager. You will carry a full-cycle commercial motion \u2014 onboarding, retention, and upsell \u2014 while simultaneously building the systems, segmentation, and coaching cadence that allow your Solutions team to handle the tactical, low-touch layer.<\/p>\n<p>\u00a0<\/p>\n<h2><strong>Your Responsibilities<\/strong><\/h2>\n<p><strong>Account Management &amp; Retention<\/strong><\/p>\n<ul>\n<li>Own a BoB of up to 50 accounts (high-touch), representing ~$4M in total annual Google Workspace spend.<\/li>\n<li>Drive contract renewals end-to-end, including multi-year Google Workspace agreements and Google product expansions.<\/li>\n<li>Develop and maintain executive relationships at the Director, VP, and C-Suite level across your accounts.<\/li>\n<li>Segment your portfolio by churn risk, growth potential, and strategic value \u2014 adjusting your cadence accordingly.<\/li>\n<li>Maintain a target Net Revenue Retention (NRR) of \u2265110% and &lt; 8% churn rate annually across your BoB.<\/li>\n<\/ul>\n<p><strong>Growth &amp; Expansion<\/strong><\/p>\n<ul>\n<li>Identify and execute upsell and cross-sell opportunities including Gemini Enterprise, additional Google Workspace SKUs, and Google Cloud services.<\/li>\n<li>Lead a Solutions team and collaborate with Sales to develop account expansion plans tied to QBRs and annual reviews.<\/li>\n<li>Actively position Gemini AI features and Google Cloud capabilities during client engagements as part of Cloudasta&#8217;s value proposition.<\/li>\n<\/ul>\n<p><strong>Onboarding &amp; Product Adoption<\/strong><\/p>\n<ul>\n<li>Lead high-touch onboarding experiences for new and migrated clients, ensuring rapid time-to-value.<\/li>\n<li>Drive product adoption across Google Workspace, monitoring usage signals to intervene proactively with at-risk accounts.<\/li>\n<li>Build educational materials, training sessions, and adoption playbooks for Gemini and Workspace best practices.<\/li>\n<\/ul>\n<p><strong>Team Leadership<\/strong><\/p>\n<ul>\n<li>After a 90-day onboarding period, take ownership of the Solutions team, with direct reports transitioning to you.<\/li>\n<li>Coach and delegate tactical\/low-touch account management to your Solutions team, freeing your capacity for strategic high-touch work.<\/li>\n<li>Establish clear KPIs, SLAs, and workflows for the combined CS + Solutions Success motion.<\/li>\n<\/ul>\n<p><strong>Operations &amp; Tooling<\/strong><\/p>\n<ul>\n<li>Maintain a clean, up-to-date CRM pipeline across all accounts and contacts in your BoB.<\/li>\n<li>Report on key CS metrics weekly and prepare executive summaries for leadership reviews.<\/li>\n<li>Partner with the Director of Operations to refine CS SOPs, health scoring models, and renewal workflows.<\/li>\n<\/ul>\n<p><strong>Our Candidate<\/strong><\/p>\n<ul>\n<li>You have 3+ years of experience in a full-cycle Customer Success, Account Management, or Commercial AM role \u2014 you have owned renewals, driven upsells, and managed a real book of business with ARR targets.<\/li>\n<li>You are genuinely client-facing. You are comfortable and confident in front of C-level executives, VPs, and Procurement teams \u2014 over video, in writing, and in live strategy sessions.<\/li>\n<li>You think commercially. You understand the difference between a support interaction and a revenue conversation, and you know how to navigate both.<\/li>\n<li>You are organized and process-driven. You thrive when managing a high-volume portfolio and have a system for triaging urgency, tracking your pipeline, and staying ahead of churn signals.<\/li>\n<li>You are a leader-in-the-making (or already one). You are comfortable mentoring, delegating, and being accountable for a small team&#8217;s output.<\/li>\n<li>You write exceptionally well in English. Client communications should require minimal editing. You know how to strike the right tone with an executive vs. a technical lead.<\/li>\n<li>You are curious about AI in the context of real business workflows. You understand or can quickly learn how Gemini integrates with Google Workspace and why that matters to a leadership team.<\/li>\n<li>You are self-directed and proactive. You identify what needs to happen next before being asked, and you follow through.<\/li>\n<li>Google Workspace familiarity is a strong plus. A GWS Admin or GCP certification, or demonstrable product knowledge, meaningfully reduces ramp up time.<\/li>\n<\/ul>\n<p><strong>Compensation<\/strong><\/p>\n<ul>\n<li>We offer competitive base pay with a highly rewarding performance-based bonus structure. The variable incentive is designed to directly reward your impact on Net Revenue Retention (NRR) and growth.<\/li>\n<\/ul>\n<p><strong>Work Location<\/strong><\/p>\n<ul>\n<li>This is a 100% remote opportunity! Preference for candidates in Central or Eastern U.S. time zones.<\/li>\n<\/ul>\n<p>\u00a0<\/p>\n<p>If you are a motivated and results-oriented individual who is looking for a challenging and rewarding opportunity, we look forward to hearing from you!<\/p>\n<h3>\u00a0<\/h3>\n","protected":false},"excerpt":{"rendered":"<p>Cloudasta is 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&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"Latin America","_application":"https:\/\/www.workingnomads.com\/job\/go\/1764739\/","_company_name":"Cloudasta","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-categories":[179],"job-types":[16],"job_listing_tag":[],"class_list":["post-335734","job_listing","type-job_listing","status-publish","hentry","job_listing_category-customer-support","job_listing_type-full-time","job-type-full-time"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Success Lead - Land A Remote Job From Top Employers<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.remotetribe.life\/remotejobs\/job\/customer-success-lead\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Success Lead - Land A Remote Job From Top Employers\" \/>\n<meta property=\"og:description\" content=\"Cloudasta is looking for a full-time seasoned Customer Success Lead to own, grow, and protect the commercial relationships within our high-touch customer base. 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