Customer Success Manager

Hubexo•Remote, OR

15d•Remote

About The Position

Hubexo North America is seeking a proactive, results-driven Customer Success Manager to manage a portfolio of customer accounts and drive long-term customer value through onboarding, product adoption, engagement, retention, and growth. The role develops strong customer relationships, helps customers realize measurable value from Hubexo's solutions, and proactively manages the customer lifecycle. It is revenue-accountable, with direct responsibility for retention, renewal execution, and Gross Revenue Retention (GRR) targets. The CSM collaborates closely with Sales, Customer Care, Product, Finance, and Revenue Operations to provide a consistent customer experience. This is a fully remote role. Candidates must live in one of the following states: AL, AR, AZ, CA, CO, CT, FL, GA, IL, IN, KS, MD, ME, MI, MN, NC, NJ, NY, NM, NV, OH, OR, PA, SC, TN, TX, UT, VA, or WI. Success is measured through customer outcomes, revenue retention, and proactive account management. Key indicators include retention and renewal performance, timely renewal execution, customer engagement, account health and churn-risk management, CRM accuracy, and customer experience. Specific targets and activity expectations will be communicated by Customer Success leadership.

Requirements

Minimum 3 years of experience in Customer Success, Account Management, or a similar B2B customer-facing role.
Demonstrated experience managing a customer portfolio with responsibility for retention and renewals.
A track record of meeting or exceeding customer retention, renewal, or revenue-related performance targets.
Experience with SaaS, subscription-based services, data solutions, or software products.
Strong understanding of subscription renewals, contract management, customer lifecycle management, and recurring revenue.
Ability to identify churn risks, develop retention strategies, and execute proactive account plans.
Strong relationship-building, communication, presentation, and negotiation skills.
Experience conducting customer business reviews and communicating value to decision-makers.
Proficiency with CRM systems and maintaining accurate customer records.
Strong analytical skills and ability to interpret customer engagement, account health, and retention reporting.
Ability to independently manage multiple accounts, competing priorities, and deadlines in a remote environment.
Accountability, initiative, problem-solving ability, and results-driven performance.
Ability to collaborate across departments and contribute to a positive customer experience.
Must live in one of the listed eligible states: AL, AR, AZ, CA, CO, CT, FL, GA, IL, IN, KS, MD, ME, MI, MN, NC, NJ, NY, NM, NV, OH, OR, PA, SC, TN, TX, UT, VA, or WI.

Nice To Haves

Experience using HubSpot CRM, including deal pipelines, activities, reporting, and customer account management.
Familiarity with GRR, NRR, ARR, churn, and subscription revenue reporting.
Experience supporting customers in construction, building products, market intelligence, or construction technology industries.
Experience managing contract renewals, pricing discussions, and customer retention negotiations.
Experience developing customer success plans and facilitating executive business reviews.
Experience working in an international or multi-brand organization.
Bachelor's degree in Business, Communications, Technology, or a related field, or equivalent professional experience.

Responsibilities

Own and manage an assigned portfolio of customer accounts throughout the customer lifecycle.
Develop proactive account strategies focused on customer satisfaction, adoption, retention, and long-term value.
Own customer renewal planning, engagement, and execution; meet or exceed assigned GRR targets.
Identify accounts at risk of cancellation, downsell, or nonrenewal and implement documented retention strategies.
Maintain accurate renewal forecasts and address potential revenue risks proactively.
Identify expansion opportunities and collaborate with Sales to support account growth.
Build relationships with customer stakeholders, decision-makers, and executive sponsors.
Establish regular customer communication to understand goals, challenges, and changing business needs.
Conduct scheduled customer meetings, account reviews, and Quarterly Business Reviews (QBRs).
Align Hubexo solutions with customer objectives and demonstrate measurable value.
Engage customers well in advance of renewals to assess satisfaction, adoption, and future needs.
Maintain personalized outreach by email, telephone, and customer meetings; meet established activity KPIs and fulfill customer commitments.
Coordinate with Customer Care and internal teams on the transition from Sales through onboarding and activation.
Establish customer success goals and monitor progress toward desired outcomes.
Promote product adoption through education, training, and feature utilization.
Monitor customer health, usage, engagement, and satisfaction; identify improvement opportunities and barriers to adoption or retention.
Partner with Customer Care and Support to resolve customer inquiries and technical issues in a timely manner.
Manage the renewal lifecycle, ensuring contracts are reviewed, customers are engaged proactively, and renewals are processed accurately and on time.
Maintain accurate renewal dates, contract terms, subscription information, and account records; support pricing and renewal strategies and escalate risks.
Track and analyze GRR, NRR, ARR, renewal rates, churn, downsell, account health, and engagement.
Work with Finance, Sales, and Revenue Operations to resolve contract, billing, and renewal discrepancies.
Maintain timely renewal forecasts and account-level retention plans.
Maintain complete and current customer information in HubSpot, including account ownership, contract details, renewal opportunities, activities, and interactions.
Document customer communications, meetings, renewal discussions, risks, and follow-up commitments; use CRM dashboards and reporting tools to monitor account health, renewal pipelines, engagement, and performance.
Meet performance expectations for outreach, account management, retention, and renewal execution; manage accounts with strong organization, time management, and accountability.
Identify opportunities to improve processes, reporting accuracy, and customer lifecycle management.
Partner with Sales on customer handoffs and account expansion; collaborate with Customer Care on onboarding, training, support, and issue resolution.
Communicate customer feedback, product challenges, and enhancement opportunities to Product teams.
Coordinate with Finance and Revenue Operations on accurate billing, contract, and renewal information.
Advocate for customer needs while balancing customer satisfaction with company policies and business objectives; contribute to improvements in customer experience, operational efficiency, and retention.