[Hiring] Customer Success Manager @Hubble.Build

Role Description

Hubble is experiencing rapid growth, and our Customer Success team is leading the charge—partnering with a diverse range of organizations, from multinational conglomerates to large government agencies. We are a high-performing, collaborative team dedicated to delivering software solutions in a space driven by digital innovation. Internally, our team has a culture of helpfulness and a bias toward action. Externally, we are highly professional and competent partners, empowering our customers with the software they need to succeed. Our ideal candidate is detail-oriented, able to drive technical solutions in collaboration with customers, and capable of building lasting relationships within customer organizations.

• Drive Technical Solutions: Leverage your expertise in the software space to collaborate with clients on technical solutions, proposing both short-term workarounds and long-term product deliverables. Be able to own feature requests, bugs, and customized builds.
• Lead Renewals & Growth: Drive enterprise subscription renewals, cross-sells, up-sells, expansion bookings, and overall account growth.
• Own Customer Relationships: Manage the end-to-end customer journey, from implementation and onboarding to continuous product adoption across multiple departments, stakeholders, and business users. This includes providing first-level technical support where necessary.
• Technical Project Management: Oversee large-scale software customization projects, coordinating between product managers, engineers, and external customer teams to ensure successful outcomes.
• Improve our Product: Act as the voice of the customer within Hubble, gathering feedback and advocating for feature enhancements to be incorporated into the product roadmap.
• Be the Escalation Point: Serve as a dedicated contact for customers, addressing both software and non-software concerns with urgency and efficiency.
• Enhance Operational Excellence: Lead initiatives to improve product delivery, optimize internal processes, and enhance the overall customer experience.
• Track & Manage Performance: Maintain a structured approach to portfolio management using project management tools, dashboards, and data-driven insights to monitor portfolio success.

Qualifications

• Minimum 5 years' experience in Customer Success, Engineering Management, Technical Project Management, Product Management, SaaS Operations, Enterprise Solution delivery roles.
• Bachelor's degree.
• B2B software experience is preferred; Project Management and technical experience is a plus.
• Strong customer service and troubleshooting/problem solving skills.
• Highly organized, structured, and detail-oriented.
• Good communicator: able to draw analogies, distill complex situations into simple concepts.
• A strong sense of urgency and prioritization.
• Solid presentation skills; ability to present and discuss strategies and technical information in a manner that builds rapport, able to persuade others, and help customers gain understanding.