Customer Success Consultant

Role: Customer Success Consultant

Experience: 2-5 Years.

Location: Marketstar, Bangalore

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 cant wait to discuss how we can help you find growth!

About the Customer Success Consultant :

As a Vendor Customer Success Manager (CSM) supporting Google Workspace, you will be responsible for managing customer renewals, supporting partners, and providing operational support to ensure customer satisfaction and retention. You will work with both direct and resold customers, collaborating closely with Google Account Managers, Partners, and internal teams to deliver a seamless renewal and support experience.

Key Responsibilities

Renewals Management

• Process renewals for direct and resold (partner) customers, including those with downgrades.
• Proactively reach out to customers (in select regions) to influence renewals and prevent churn.
• Manage all offline SMB GWS accounts outside of their renewal quarter.
• Request pricing approvals for renewals as needed.
• Escalate issues from SMB Account Management as appropriate.

Partner & Customer Support

• Support partners with renewals, pricing, and product information.
• Guide partners and customers through billing transitions (online to offline and vice versa).
• Provide support for partner-driven deals (PDLs) and ensure minimum thresholds are met.
• Assist with customer enablement activities, including webinars and training.

Operational Support

• Handle terminations, downgrades on commit contracts, and contract type changes
• Address storage, admin, and feature issues, escalating to GWS Support as needed.
• Facilitate understanding of terms & conditions and contract requests.

Case Management

• Manage assigned cases within the CRM system, ensuring timely updates and resolution.
• Maintain accurate records and follow established workflows for case acceptance, response, and closure.

Qualifications:

• Experience in customer success, account management, or renewals (preferably in SaaS or cloud services).
• Strong communication and relationship-building skills with customers and partners.
• Ability to manage multiple priorities and work cross-functionally.
• Familiarity with Google Workspace or similar SaaS products is a plus.
• Experience with case management systems and sales support tools (Salesforce) is preferred.
• Detail-oriented, proactive, and comfortable working in a fast-paced environment.

What Will You Need to Succeed?

• Minimum one year of B2B inside sales experience, account management experience is preferred
• Solid understanding of cloud-based technology and tools
• Excellent verbal and written communication skills with a professional telephone presence
• Prior experience responding to customers requests for sales and service ensuring delivery of an exceptional customer experience by responding in a prompt, professional and friendly manner at all times
• Prior experience in renewing accounts and identifying upsell or growth opportunities
• Intermediate skills navigating tech platforms, including Salesforce.com and Gmail.

What’s in it for you?

• We are a rapidly growing organization with opportunities across the globe.
• We believe in continuous learning and encourage our teams to do so through training programs that are catered to personal and professional development.
• We are a people-first organization with policies and processes that help you bring the best version of yourself into work.

Note: This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. Responsibilities may change over time to accommodate business needs.