Customer Success Manager

Hubstaff • Atlanta, GA

14h • Remote

About The Position

Hubstaff is hiring a Customer Success Manager (NAMER) to own the end-to-end customer journey for a portfolio of approximately 150 mid-market and Enterprise customers across North and South America. The role covers onboarding, adoption, retention, expansion, renewals, billing, and escalations, with the goal of helping customers achieve measurable outcomes and lasting value from Hubstaff.

This is a strategic and hands-on position. The Customer Success Manager serves as a trusted advisor to customers and collaborates with Sales, Product, Marketing, Support, and Engineering. The role reports to the Customer Success Team Lead and works with colleagues across the Americas and Europe in a remote-first environment.

Requirements

• At least 4 years of Customer Success experience within a PLG SaaS company.
• Proven experience managing more than 100 accounts while balancing proactive engagement with operational efficiency.
• Strong ownership mentality and initiative in solving customer problems before they escalate.
• Exceptional relationship-building and communication skills, with the ability to engage executive and operational stakeholders credibly and empathetically.
• Comfort working with data, dashboards, and customer metrics to inform decisions and drive performance.
• Experience influencing renewals, retention, and expansion outcomes, ideally in a PLG or subscription-based SaaS model.
• Self-motivated and comfortable working autonomously in a distributed team and a high-growth, evolving environment.

Nice To Haves

• Familiarity with tools such as Vitally, HubSpot, Slack, and Stripe.

Responsibilities

• Own client activation and onboarding, guiding new customers from deal close through successful adoption.
• Lead live onboarding sessions, follow-ups, and check-ins to help customers realize value quickly.
• Manage ongoing customer relationships through value-driven business reviews, tracking customer goals and driving retention and growth.
• Take direct responsibility for Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across the assigned portfolio.
• Manage renewals, expansion opportunities, and at-risk accounts.
• Build trust-based relationships with key decision-makers and daily users, acting as their advocate and advisor.
• Report customer health, renewal risk, and expansion opportunities to Hubstaff leadership.
• Develop scalable processes and playbooks for onboarding and customer lifecycle management.
• Monitor product adoption, customer health alerts, feature usage, and engagement data to identify risks and opportunities, then implement targeted success plans.
• Educate and enable customers through webinars, product walkthroughs, and resources.
• Collaborate with Product, Support, and Engineering to resolve issues, communicate customer feedback, and influence roadmap decisions.
• Test and refine customer engagement approaches and playbooks, and share learnings to improve customer outcomes and internal efficiency.

Benefits

• Quarterly performance bonus tied to customer retention and expansion goals.
• Flexible working hours.
• Private health insurance, paid time off, and local benefits for employees.
• Annual stipends for home office, wellness, or professional development.
• Career progression pathways, mentorship opportunities, and skill development programs.
• Global company retreats.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed