Client Success Manager, Google Workspace (Remote in US)

As a Google Workspace Client Success Manager, you are the bridge between our clients’ business goals and the technical power of the Google ecosystem. Joining our GWS Delivery Services & Client Success team, you will manage a portfolio of existing GWS resale and services clients, ensuring they realize the full value of their investment through a blend of strategic advisory, commercial management, and hands-on project delivery oversight.

Key Responsibilities:

1. Relationship Management & Retention

• Serve as the primary point of contact for a dedicated book of GWS business, fostering long-term "Trusted Advisor" status with IT leaders and C-suite stakeholders.
• Conduct regular Business Reviews and other purposeful engagements to align GWS capabilities with the client’s evolving business objectives.
• Partner directly with Google counterparts to ensure short-term and long-term account goals are established and consistently met.
• Monitor account health metrics (usage, support tickets, sentiment) to proactively mitigate churn risk.
• Be a key part of a cross-functional team that cares about the broader relationship between the client and Resultant; thinking beyond Google Workspace.
• Partner with sales leaders and technical advisory specialists to provide a comprehensive advisory experience for our clients.

2. Project & Lifecycle Management

• Project Orchestration: Act as the project lead, and the Customer Engineer, for post-sale service deliveries, ensuring migrations, security audits, and training programs are delivered on schedule and within budget.
• Scope Alignment: Partner with the Customer Engineer and Services Delivery team to define project scopes (SOWs) and ensure client expectations match the technical deliverables.
• Deployment Oversight: Track milestones for new feature rollouts or license expansions, coordinating between the client's internal IT and our Customer Engineers.

3.Strategic Guidance & Product Adoption

• Drive deep adoption of the GWS suite by partnering with the Customer Engineer to provide best-practice guidance and roadmap updates.
• Identify gaps in the client’s current setup and recommend GWS features or third-party integrations that solve specific operational friction points.
• Collaborate with the GWS Customer Engineer to deliver technical workshops or demonstrations that prove value.

4. Commercial Growth & Renewals

• Own the end-to-end license renewal contracting process, ensuring timely execution and optimized licensing tiers.
• Identify and qualify cross-sell and up-sell opportunities.
• Successfully transition leads to GWS sales for closure.