Customer Success Manager

This is a fully remote position, open to applicants in Alabama, +25 more states.

📋 Description

• Take ownership of a designated portfolio of customer accounts throughout their entire lifecycle.

• Formulate proactive account strategies that emphasize customer satisfaction, adoption, retention, and long-term value.

• Directly oversee customer renewal planning, engagement, and execution processes.

• Achieve or surpass assigned Gross Revenue Retention (GRR) targets.

• Recognize accounts that may be at risk of cancellation, downsizing, or non-renewal, and implement documented strategies for retention.

• Keep accurate renewal forecasts and proactively address any potential revenue risks.

• Identify opportunities for expansion and collaborate with Sales to facilitate account growth.

• Cultivate strong relationships with customer stakeholders, decision-makers, and executive sponsors.

• Maintain regular communication with customers to understand their objectives, challenges, and evolving business needs.

• Conduct scheduled customer meetings, account reviews, and Quarterly Business Reviews (QBRs).

• Align Hubexo solutions with customer objectives and showcase measurable value.

• Engage with customers proactively before renewal dates to evaluate satisfaction, adoption, and future needs.

• Maintain outreach through personalized emails, phone calls, and customer meetings.

• Meet customer engagement and activity KPIs for calls, emails, meetings, and follow-up actions.

• Coordinate onboarding and activation processes with Customer Care and internal teams.

• Establish customer success goals and monitor progress toward achieving desired outcomes.

• Promote product adoption through education, training, and feature utilization.

• Monitor customer health, usage patterns, engagement levels, and satisfaction.

• Collaborate with Customer Care and Support to address inquiries and resolve technical issues.

• Manage the renewal lifecycle, including contract review, proactive engagement, and timely processing.

• Keep track of renewal dates, contract terms, subscription details, and account records.

• Monitor metrics such as GRR, NRR, ARR, renewal rates, churn, downsell, account health, and engagement.

• Collaborate with Finance, Sales, and Revenue Operations to resolve contract, billing, and renewal discrepancies.

• Maintain renewal forecasts and account-level retention strategies.

• Update customer information and activities in HubSpot.

• Document customer communications, meetings, renewal discussions, risks, and follow-up commitments.

• Utilize CRM dashboards and reporting tools to track account health, renewal pipelines, engagement, and performance.

• Work with Sales on customer handoffs and account expansion opportunities.

• Partner with Customer Care for onboarding, training, support, and issue resolution.

• Relay customer feedback and product enhancement opportunities to the Product teams.

• Coordinate billing, contract, and renewal information with Finance and Revenue Operations.

• Advocate for customer needs while balancing satisfaction with company policies and business goals.

• Contribute to initiatives aimed at enhancing customer experience, operational efficiency, and retention.

⛳️ Requirements

• At least 3 years of experience in Customer Success, Account Management, or a comparable B2B customer-facing role.

• Proven experience managing a portfolio of customer accounts with a focus on customer retention and renewals.

• A successful history of meeting or exceeding performance targets related to customer retention, renewals, or revenue.

• 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 risks of customer churn, develop retention strategies, and implement proactive account plans.

• Excellent relationship-building, communication, presentation, and negotiation skills.

• Experience conducting customer business reviews and effectively communicating value to decision-makers.

• Proficient in CRM systems and maintaining accurate customer records.

• Strong analytical capabilities to interpret customer engagement, account health, and retention metrics.

• Ability to independently manage multiple accounts, competing priorities, and deadlines in a remote setting.

• Demonstrated accountability, initiative, problem-solving ability, and results-oriented performance.

• Ability to collaborate effectively across departments and enhance the customer experience.

• Preferred: Experience utilizing HubSpot CRM, including deal pipelines, activities, reporting, and customer account management.

• Preferred: Familiarity with GRR, NRR, ARR, churn, and subscription revenue reporting.

• Preferred: Experience supporting customers in the construction, building products, market intelligence, or construction technology sectors.

• Preferred: Experience handling contract renewals, pricing negotiations, and customer retention discussions.

• Preferred: Experience developing customer success plans and leading executive business reviews.

• Preferred: Experience working within an international or multi-brand organization.

• Bachelor's degree in Business, Communications, Technology, or a related field, or equivalent professional experience (preferred).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• A supportive and inclusive work environment.

• Employee wellness programs and resources.