Customer Success Lead at Cloudasta - Remote LATAM — Columbus
Traveler-Friendly Insight
This role is 100% remote, making it genuinely location-flexible — a strong fit for digital nomads, provided you can consistently work within Central (UTC-6) or Eastern (UTC-4/5) U.S. time zones. That constraint is meaningful: you need to be available for executive-level client calls during North American business hours, so you'll need to plan your base location accordingly.
Where can you realistically work from? Latin America is explicitly hinted as a target region, which is ideal from a timezone standpoint:
- Medellín, Colombia (UTC-5, no DST) — aligns perfectly with ET; cost of living is roughly $1,200–1,800/mo for a comfortable lifestyle. Thriving nomad infrastructure.
- Mexico City, Mexico (UTC-6/CDT) — Central time overlap is seamless; monthly costs around $1,500–2,200. Strong coworking scene.
- Buenos Aires, Argentina (UTC-3) — slight morning overlap is possible but pushes the eastern boundary; costs are very low due to favorable exchange rates.
There are no mentioned equipment stipends or coworking allowances, so budget for reliable internet and coworking costs independently. The performance bonus structure means your take-home can scale significantly — making a lower-cost LATAM base even more financially attractive. Many LATAM countries offer freelance/contractor visas or simply allow remote work on tourist visas for extended stays. Verify local tax obligations carefully for contractor arrangements.
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.
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
- 3+ years of experience in a full-cycle Customer Success, Account Management, or Commercial AM role — with owned renewals, driven upsells, and managed ARR targets.
- Genuinely client-facing: comfortable and confident in front of C-level executives, VPs, and Procurement teams — over video, in writing, and in live strategy sessions.
- Commercial thinker: understands the difference between a support interaction and a revenue conversation, and knows how to navigate both.
- Organized and process-driven: thrives managing a high-volume portfolio with a system for triaging urgency, tracking pipeline, and staying ahead of churn signals.
- A leader-in-the-making (or already one): comfortable mentoring, delegating, and being accountable for a small team's output.
- Exceptional English writing ability: client communications should require minimal editing, with the ability to strike the right tone with an executive vs. a technical lead.
- Curious about AI in real business workflows: understands or can quickly learn how Gemini integrates with Google Workspace and why it matters to leadership teams.
- Self-directed and proactive: identifies what needs to happen next before being asked, and follows through.
- Google Workspace familiarity is a strong plus. A GWS Admin or GCP certification, or demonstrable product knowledge, meaningfully reduces ramp-up time.
Compensation
- 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 looking for a challenging and rewarding opportunity, we look forward to hearing from you!
Frequently Asked Questions
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