Customer Success Lead

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NIR-YU

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

NIR-YU is a company dedicated to empowering small and medium enterprises (SMEs) by providing tailored nearshore staffing solutions. They focus on strategic recruitment of skilled nearshore professionals, offering cost-plus pricing for transparency and affordability. Their services include staff augmentation, staff leasing, talent acquisition, and employer of record (EoR), aimed at helping SMEs gain access to a skilled workforce from Latin America. By facilitating the hiring of remote talent and ensuring compliance with local regulations, NIR-YU allows businesses to enhance their teams with English-speaking professionals, optimize costs, and focus on growth strategies without the burden of setting up foreign entities.

📋 Description

• Own a high-touch Book of Business of up to 50 accounts representing approximately $4M in annual Google Workspace spend • Drive end-to-end contract renewals, including multi-year Google Workspace agreements and product expansions • Develop and maintain executive relationships with Directors, VPs, Procurement leads, and C-Suite executives • Segment the portfolio by churn risk, growth potential, and strategic value • Maintain target Net Revenue Retention of ≥110% and annual churn below 8% • Identify and execute upsell and cross-sell opportunities for Gemini Enterprise, Google Workspace SKUs, and Google Cloud services • Lead the Solutions team and collaborate with Sales on account expansion plans tied to QBRs and annual reviews • Position Gemini AI features and Google Cloud capabilities during client engagements • Lead high-touch onboarding for new and migrated clients and drive rapid time-to-value • Drive Google Workspace product adoption and proactively intervene with at-risk accounts • Build educational materials, training sessions, and adoption playbooks for Gemini and Workspace best practices • After a 90-day onboarding period, take ownership of the Solutions team and direct reports • Coach and delegate tactical/low-touch account management to the Solutions team • Establish KPIs, SLAs, and workflows for the combined CS and Solutions Success motion • Maintain an accurate CRM pipeline across accounts and contacts • Report key Customer Success 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

🎯 Requirements

• 3+ years of experience in full-cycle Customer Success, Account Management, or Commercial Account Management • Experience owning renewals, driving upsells, and managing a book of business with ARR targets • Comfortable and confident engaging C-level executives, VPs, and Procurement teams via video, writing, and live strategy sessions • Commercial understanding of support interactions versus revenue conversations • Organized and process-driven, with systems for managing a high-volume portfolio, triaging urgency, tracking pipeline, and monitoring churn signals • Comfortable mentoring, delegating, and being accountable for a small team’s output • Exceptional written English requiring minimal client-communication editing • Ability to adjust communication tone for executives versus technical leads • Curiosity about AI in real business workflows • Understanding of, or ability to quickly learn, Gemini’s integration with Google Workspace • Self-directed and proactive • Google Workspace familiarity is a strong plus • GWS Admin or GCP certification, or demonstrable product knowledge, is advantageous and reduces ramp-up time