[Hiring] Customer Success Manager @Hubexo

Role Description

The Customer Success Manager (CSM) is responsible for managing a portfolio of customer accounts and driving long-term customer value through onboarding, adoption, retention, and growth. This role plays a critical part in ensuring customers achieve their desired outcomes while aligning with company goals around Gross Revenue Retention (GRR) and expansion. The CSM will act as the primary point of contact for customers, partnering cross-functionally with Sales, Product, Finance, and Customer Care to deliver a seamless customer experience.

Key Responsibilities

• Customer Lifecycle Management:
  • Own and manage a portfolio of customer accounts across the full lifecycle: onboarding, activation, adoption, renewal, and expansion.
  • Ensure successful onboarding by guiding customers through implementation and early value realization.
  • Proactively monitor customer health and engagement to identify risks and opportunities.
• Retention & Growth:
  • Drive renewal strategy and execution to meet or exceed GRR targets.
  • Identify and support expansion opportunities in partnership with Sales.
  • Maintain accurate renewal dates, contract details, and account data within the CRM.
• Customer Engagement:
  • Build strong relationships with key stakeholders and decision-makers.
  • Conduct regular check-ins and Quarterly Business Reviews (QBRs) aligned to customer goals.
  • Act as a trusted advisor by aligning product capabilities with customer business needs.
• Operational Excellence:
  • Maintain high standards of CRM data integrity, including accurate tracking of activities, renewals, and account status.
  • Leverage reporting and insights (ARR, churn, engagement metrics) to inform account strategy.
  • Collaborate with internal teams to resolve customer issues and improve processes.
• Cross-Functional Collaboration:
  • Partner with Customer Care to ensure timely resolution of support and technical requests.
  • Work with Product to provide feedback and advocate for customer needs.
  • Align with Finance and RevOps on billing, contract terms, and renewal processes.

Qualifications

• Strong customer relationship management skills with the ability to build trust and drive long-term partnerships.
• Proven ability to manage a portfolio of accounts and own the full customer lifecycle.
• Results-driven mindset focused on retention (GRR), growth (NRR), and customer outcomes.
• Excellent communication skills with the ability to simplify complex concepts.
• Strong problem-solving skills with a proactive, solution-oriented approach.
• Experience working within CRM systems (preferably HubSpot).
• Ability to interpret data and reporting (ARR, churn, renewal rates) to guide decisions.
• Familiarity with SaaS subscription models, renewals, and contract management.
• Strong organizational and time management skills.
• Experience leading onboarding and activation efforts.
• Ability to conduct QBRs and align product value to customer goals.
• Skilled in identifying expansion opportunities and managing customer expectations.
• Ability to navigate complex or escalated customer situations.

Experience

• 3+ years in Customer Success, Account Management, or similar client-facing role.
• Experience working with B2B customers, ideally in SaaS, data, or subscription-based environments.
• Proven track record of meeting or exceeding retention and/or growth targets.

Preferred

• Experience in construction data or related industries.
• Experience working cross-functionally across Sales, Product, and Finance.
• Exposure to onboarding program development or process improvement initiatives.

Benefits

• Eligibility to participate in the Company’s health/dental/vision and life insurance program on the first of the month following the date of hire.
• Hubexo US contributes $650/month towards employee's healthcare premiums or a conditional medical opt-out credit ($150 per month) for employees who have other qualifying health coverage and choose to waive the Company’s medical plan.
• Eligibility to participate in the company's 401K Retirement program after the first of the month starting day of hire; after twelve (12) months of continuous employment, the company will match 100% of your contributions of up to 10% of pretax income (vesting over 5 years).
• Participation in 10 paid holidays over the calendar year.
• After two months of continuous employment, you have access to a self-managed, unlimited paid vacation plan.
• Up to 80 hours of paid “Extended Sick Leave.”
• 100% Remote workforce.