Customer Success Specialist

Position: Customer Success Consultant

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About MarketStar

At MarketStar, we are driven by a single purpose: to create growth. For the past 35+ years, we have been a trusted partner to the world's most innovative technology companies, delivering outsourced B2B demand generation, sales, customer success, and revenue operations solutions that drive measurable results.

Our people are our greatest asset. We are passionate about cultivating careers through mentorship, leadership programs, and continuous development. This commitment to our team has earned us recognition as an award-winning workplace and a top employer in our industry. Our six core values are embraced by our 3,000+ employees across our global offices in the United States, India, Ireland, Bulgaria, Mexico, the Philippines, and Australia.

We are excited to review your application and discuss how you can grow with the MarketStar team.

About the Role: Customer Success Consultant (Google Workspace)

As a Vendor Customer Success Manager (CSM) supporting Google Workspace, you will be the linchpin for managing customer renewals, supporting partners, and providing critical operational support. Your focus will be on ensuring customer satisfaction and retention by working with a portfolio of direct and resold customers. You will collaborate closely with Google Account Managers, Partners, and internal teams to deliver a seamless and superior customer experience.

Key Responsibilities -

Renewals Management

• Process renewals for both direct and resold (partner) customers, including managing contract downgrades.
• Proactively engage with customers in select regions to influence renewal decisions and prevent churn.
• Manage all offline SMB Google Workspace accounts outside of their renewal quarter.
• Secure necessary pricing approvals for renewals and escalate issues from SMB Account Management as required.

Partner & Customer Support

• Serve as the primary point of contact for partners, assisting with renewals, pricing inquiries, and product information.
• Guide partners and customers through billing transitions (online to offline and vice versa).
• Provide dedicated support for partner-driven deals (PDLs), ensuring minimum thresholds are met.
• Assist with customer enablement activities, including coordinating and delivering webinars and training sessions.

Operational Support

• Execute operational tasks including contract terminations, downgrades on commit contracts, and contract type changes.
• Address and troubleshoot customer issues related to storage, admin functions, and features, escalating to specialized GWS Support teams when necessary.
• Facilitate a clear understanding of terms & conditions and manage contract requests.

Case Management

• Efficiently manage assigned cases within the CRM system, ensuring timely updates, communication, and resolution.
• Maintain meticulous records and adhere to established workflows for case acceptance, response, and closure.

Qualifications & Skills

Required Experience & Skills:

• Minimum of 1 year of B2B inside sales experience; account management experience is preferred.

  US region experience is must.

• Proven experience in customer success, account management, or renewals management, preferably within a SaaS or cloud services environment.
• Excellent verbal and written communication skills with a professional and polished telephone presence.
• Solid understanding of cloud-based technology and productivity tools.
• Prior experience responding to customer requests for sales and service, delivering a prompt, professional, and friendly customer experience.
• Demonstrated experience in managing account renewals and identifying potential upsell or growth opportunities.
• Intermediate proficiency in navigating technology platforms, including Salesforce.com and Gmail.

Preferred Qualifications:

• Familiarity with Google Workspace or similar SaaS productivity suites.
• Experience with case management systems and sales support tools (e.g., Salesforce).
• Detail-oriented, proactive, and thrives in a dynamic, fast-paced work environment.
• Strong relationship-building skills with the ability to manage multiple priorities and work effectively with cross-functional teams.