Head of Workspace Customer Success, SMB, Google Cloud
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 10 years of experience in customer-facing roles, and 5 years of experience in a leadership position.
- Experience in Customer Success, Account Management, or in a similar function.
Preferred qualifications:
- Experience with digital and tech-touch customer success models.
- Understanding of SaaS business models and cloud collaboration tools, with Google Workspace or similar productivity and collaboration suites.
- Ability to develop and execute strategies for engaging and supporting a large customer base, specifically within the SMB segment.
- Ability to define and set clear goals, use data to drive decisions and measure impact.
- Ability to identify and prioritize key initiatives that will have an impact on customer success metrics (e.g., product adoption, sentiment).
About the job
The Customer Success Management (CSM) team for Google Workspace is a proactive and strategic function dedicated to ensuring the Small and Medium-sized Business (SMB) customers realize the full value of their investment. The team serves as a trusted advisor, partnering with customers from onboarding through their entire lifecycle. Their primary goal is to drive adoption, maximize product usage, and foster long-term customer loyalty. This is achieved through a combination of scaled and digital efforts as well as 1:1 engagements with the largest customers. The CSM team also acts as a crucial feedback loop, channeling customer insights back to product and engineering teams to inform future development. Ultimately, the CSM team is the customer's advocate within Google, ensuring a successful and growing partnership.Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
The US base salary range for this full-time position is $120,000-$178,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.
Responsibilities
- Develop and execute a global customer success strategy that drives adoption, usage for millions of SMBs, focusing on scalable and impactful engagement models.
- Design and implement a comprehensive digital strategy to engage and support customers.
- Evaluate and define the tools and technology needed to execute this digital strategy effectively.
- Lead, mentor, and develop a globally distributed team of CSMs, fostering a culture of high performance and continuous improvement.
- Define and track key performance indicators (KPIs) to measure team success and customer health.
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Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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