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Customer Success Lead at Cloudasta. Location Information: Latin America. 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.. . 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.. . 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.. .  . . 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.. .  . . Your Responsibilities. . Account Management & Retention. . . 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.. . . Growth & Expansion. . . 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.. . Actively position Gemini AI features and Google Cloud capabilities during client engagements as part of Cloudasta's value proposition.. . . Onboarding & Product Adoption. . . Lead high-touch onboarding experiences for new and migrated clients, ensuring rapid time-to-value.. . 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.. . . Team Leadership. . . After a 90-day onboarding period, take ownership of the Solutions team, with direct reports transitioning to you.. . Coach and delegate tactical/low-touch account management to your Solutions team, freeing your capacity for strategic high-touch work.. . Establish clear KPIs, SLAs, and workflows for the combined CS + Solutions Success motion.. . . Operations & Tooling. . . Maintain a clean, up-to-date CRM pipeline across all accounts and contacts in your BoB.. . Report on key CS metrics weekly and prepare executive summaries for leadership reviews.. . Partner with the Director of Operations to refine CS SOPs, health scoring models, and renewal workflows.. . . Our Candidate. . . You have 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 understand the difference between a support interaction and a revenue conversation, and you know how to navigate both.. . 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.. . You are a leader-in-the-making (or already one). You are comfortable mentoring, delegating, and being accountable for a small team's output.. . 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.. . 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.. . You are self-directed and proactive. You identify what needs to happen next before being asked, and you follow through.. . Google Workspace familiarity is a strong plus. A GWS Admin or GCP certification, or demonstrable product knowledge, meaningfully reduces ramp up time.. . . Compensation. . . 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.. . . Work Location. . . This is a 100% remote opportunity! Preference for candidates in Central or Eastern U.S. time zones.. . .  . . 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!. .