Customer Success Manager, SMB, Google Cloud
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 4 years of customer-facing experience in Customer Success, Technical Account Management, or Consulting within the SaaS, Cloud, or technology sector.
- Experience building repeatable customer journeys, operational processes, or adoption playbooks from the ground up (demonstrating a "builder" and systems-thinking mindset).
- Experience driving adoption, expansion, churn prevention and managing initiatives in a consumption-based or usage-driven business model.
Preferred qualifications:
- MBA or Master’s degree in a Management, Technical, or Engineering field.
- Direct experience leveraging or solving complex business problems using generative AI and agentic tools (e.g., Google Gemini, etc.).
- Strong technical acumen with experience supporting API products, AI/ML solutions, and cloud data products (e.g., BigQuery, cloud data warehouses, and analytics tools).
- Experience managing a high-velocity portfolio of accounts, demonstrating the ability to balance scaled (one-to-many) programmatic outreach with strategic, high-touch customer engagements.
About the job
The Google Cloud Platform team helps customers transform and build what's next for their business — all with technology built in the cloud. Our products are developed for security, reliability and scalability, running the full stack from infrastructure to applications to devices and hardware. Our teams are dedicated to helping our customers — developers, small and large businesses, educational institutions and government agencies — see the benefits of our technology come to life. As part of an entrepreneurial team in this rapidly growing business, you will play a key role in understanding the needs of our customers and help shape the future of businesses of all sizes use technology to connect with customers, employees and partners.
Individual pay is determined by factors including job-related skills, experience, and relevant education or training.
US: $108000 - $155000 (USD) + 15% bonus target + equity + benefits
Learn more about benefits at Google.
Responsibilities
- Accelerate the successful adoption of Google Gemini and AI solutions across a portfolio of SMB customers, ensuring rapid time-to-value and sustained growth.
- Seamlessly navigate between executing broad, AI-first "tech-touch" motions for scaled outreach, and leading deep, strategic adoption and expansion plays with key executive stakeholders and partners.
- Act as a foundational builder for the team. Identify operational bottlenecks and design repeatable, scalable frameworks, playbooks, and processes from the ground up, leveraging systems-first thinking.
- Synthesize technical feedback and adoption trends from the SMB portfolio to partner with Product, Engineering, and Sales, directly influencing the product roadmap and go-to-market strategy.
- Guide IT and business executives through complex organizational transformations, educating them on how to leverage agentic tools and modern cloud infrastructure to solve critical business problems.
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