Customer Success Manager – Bilingual English

We are a Google Cloud Premier Partner, focused on data migration and reselling Google Workspace and Gemini AI licenses. We offer a collaborative and dynamic work environment where your contributions are valued and your ideas are encouraged. As a member of our team, you will have the opportunity to make a meaningful impact, grow both personally and professionally, and be part of a culture that celebrates diversity and creativity.

You will be the front-line to our most important customers. This is a key individual contributor role reporting to our Chief Revenue Officer (CRO). Although you will be a contractor, this is a full-time team member position, and you will have benefits, including vacation and PTO.

Objectives
– Manage a multi million dollar book of business (~50 customers/~$2.5M in ARR) ensuring customer satisfaction, health, growth and retention.
– Analyze data, build strong relationships with customers, understand customer value drivers, identify opportunities for success and growth, influence long-term strategic direction and proactively and passionately satisfy customer needs.
– Design, build and deliver CS programs and services that drive customer value, revenue renewal and growth.
– Develop plans to implement CS programs and services including the tracking of objectives, stakeholders, milestones, risks, and metrics.
– Ensure customer satisfaction, retention and overall business growth.
– Introduce the benefits of AI products (specifically Gemini AI) to customers based on truly understnad

Work Experience, Knowledge, Skills & Abilities

Required:
– Proven accomplishments managing a book of business and proactively leading customers.
– Successfully designed, built and implemented processes to drive CS for an organization.
– Successfully executed the day-to-day tactical responsibilities of a skilled Customer Success technician.
– Strong data collection, analysis and insight generation. Uses data to drive decisions.
– Excellent written and oral communication skills.
– Proven ability to build rapport and trust with customers.
– A true problem-solver. Thrives with change and ambiguous requirements. Figures things out and does whatever it takes to deliver value to customers.
– Strong ability to work cross functionally and effectively as part of a 100% remote team.
– Expert knowledge of the Google Workspace (GWS) platform. You will be required to pass the GWS Admin Certification within 2 months.

Nice-to-have:
– Experience as a GWS Administrator
– GWS and/or Google Cloud Platform (GCP) certifications
– Customer Success certifications
– Experience using Hubspot

You will be asked to answer the following questions as part of your application process:
Please tell us, in a few sentences, about your most impressive (personal or professional) achievement.

We are looking for someone eager to have a big impact and who will bring curiosity about our customers, ambition to build something great, and drive to get things done. If this sounds like you, we’re interested in hearing from you!