Customer Success Manager - Google Workspace

If you are a current employee who is interested in applying to this position, please navigate to the internal Careers site to apply.

About MarketStar: 

In everything we do, we believe in creating growth, for our clients, our employees, and our community. For the past 35+ years, we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand, sales, customer success, and revenue operations solutions. We are passionate about cultivating career advancements for our people, and support them through mentorship, leadership, and career-development programs. We provide service and support to our communities through the MarketStar Foundation. 
 
Our exceptional team is the cornerstone of MarketStar's accomplishments. We are proud of our award-winning workplace culture and to be named a top employer in our industry. These achievements are a testament to our six core values, embraced by our 3,000+ employees worldwide. From our headquarters in Utah, USA, to our global offices in India, Ireland, Bulgaria, Mexico, the Philippines, and Australia, we all work together to drive innovation and success. 

We are excited to have you apply to join our MarketStar team and can’t wait to discuss how we can help you find growth!  

About the Customer Success Manager – Google Workspace:  

MarketStar is seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager. In this role, you will be instrumental in orchestrating buyer experiences that increase Lifetime Value for our clients. You will be responsible for guiding customers through their post-sales journey, ensuring successful adoption, driving engagement, mitigating churn, and maximizing renewal and expansion opportunities. 

Location: Ogden, UT - Hybrid 

What will you do? 

• Facilitate the smooth launch of new customer and partner solutions. 

• Ensure proper setup, configuration, and activation of products/services to their full potential. 

• Coordinate with technical stakeholders for seamless integration and customization. 

• Drive account-wide adoption of products and services through proactive engagements, training, and support. 

• Implement carefully timed, personalized playbooks triggered by customer and partner activities. 

• Address low end-user adoption through targeted outreach and enablement. 

• Share relevant resources, encourage community involvement, and send event invitations. 

• Combat churn through carefully planned, positive experiences across the post-sales buyer journey. 

• Investigate and identify potential reasons for low adoption and usage. 

• Engage with primary contacts to understand observed issues and offer solutions. 

• Schedule business reviews to realign on goals, problems, and needs. 

• Define next steps to drive user adoption and resolve risk issues. 

• Expand the revenue potential of current buyers by closing business contracts period over period. 

• Increase the likelihood of contract renewal by understanding and addressing potential blockers and driving product value 

• Engage decision-makers early and enact renewal playbooks, generating ROI reports and success plans. 

• Being a cross-functional partner, working closely with account executives within each account on renewal dates, potential churn risk, and more.  

• Continuously analyze data and customer activity to identify opportunities for upsell, cross-sell, and account management. 

• Provide timely, reactive support for questions and concerns. 

• Deliver high-value information, product updates, and event invitations. 

• Ensure customer satisfaction and affinity.

​What will you need to succeed? 

• Proven experience in a customer success or account management role, ideally within a SaaS or subscription-based business model. 

• Strong understanding of the traditional sales funnel and post-sales customer journey. 

• Ability to orchestrate complex buyer experiences and drive long-term value. 

• Excellent communication, interpersonal, and presentation skills. 

• A proactive and problem-solving mindset with a focus on customer outcomes. 

• Ability to analyze data and identify trends to inform customer strategies. 

• Experience with CRM and customer success platforms (implied by data analysis and playbooks). 

• Experience with onboarding and implementation processes for new solution preferred. 

• Familiarity with risk mitigation strategies to combat customer churn preferred. 

• Understanding of ROI realization in subscription models preferred. 

What We Offer:  

In our commitment to our “We Care” value, we believe in providing employees with valuable mental and physical well-being benefits including:   

• Structured learning and career development programs 

• Mental health program 

• Generous Paid Time Off policy  

• Paid medical leave 

• Child/Dependent care reimbursement  

• Education reimbursement 

• 401k match, hardship loan program, access to financial wellness advisor  

• Comprehensive healthcare coverage including medical, dental, and vision  

The hourly pay for this position is $19.23 paid hourly. This pay structure may also include a variable bonus component of $5,000.00 annually. There are several factors to consider including but not limited to, the role’s responsibilities, experience, location, education/training, internal equity, and key skills. Your recruiter will provide more detailed information during the interview process.     

MarketStar is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state, and local laws that prohibit employment discrimination. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual who identifies as someone with a disability and require reasonable accommodation(s) to complete any part of the job application process, please contact us at people.success@marketstar.com for assistance.