<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> <p>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 Cloudasta as an indispensable part of their Google ecosystem.</p> <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> <p> </p> <p>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.</p> <p> </p> <h2><strong>Your Responsibilities</strong></h2> <p><strong>Account Management &amp; Retention</strong></p> <ul> <li>Own a BoB of up to 50 accounts (high-touch), representing ~$4M in total annual Google Workspace spend.</li> <li>Drive contract renewals end-to-end, including multi-year Google Workspace agreements and Google product expansions.</li> <li>Develop and maintain executive relationships at the Director, VP, and C-Suite level across your accounts.</li> <li>Segment your portfolio by churn risk, growth potential, and strategic value — adjusting your cadence accordingly.</li> <li>Maintain a target Net Revenue Retention (NRR) of ≥110% and &lt; 8% churn rate annually across your BoB.</li> </ul> <p><strong>Growth &amp; Expansion</strong></p> <ul> <li>Identify and execute upsell and cross-sell opportunities including Gemini Enterprise, additional Google Workspace SKUs, and Google Cloud services.</li> <li>Lead a Solutions team and collaborate with Sales to develop account expansion plans tied to QBRs and annual reviews.</li> <li>Actively position Gemini AI features and Google Cloud capabilities during client engagements as part of Cloudasta's value proposition.</li> </ul> <p><strong>Onboarding &amp; Product Adoption</strong></p> <ul> <li>Lead high-touch onboarding experiences for new and migrated clients, ensuring rapid time-to-value.</li> <li>Drive product adoption across Google Workspace, monitoring usage signals to intervene proactively with at-risk accounts.</li> <li>Build educational materials, training sessions, and adoption playbooks for Gemini and Workspace best practices.</li> </ul> <p><strong>Team Leadership</strong></p> <ul> <li>After a 90-day onboarding period, take ownership of the Solutions team, with direct reports trans