Customer Success Manager

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

📋 Description

• Oversee a designated portfolio of customer accounts throughout their lifecycle

• Formulate proactive account strategies aimed at enhancing customer satisfaction, adoption, retention, and long-term value

• Take ownership of customer renewal planning, engagement, and execution

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

• Recognize at-risk accounts and implement established retention strategies

• Maintain renewal forecasts and address potential revenue threats

• Spot expansion opportunities and collaborate with Sales to drive account growth

• Foster relationships with customer stakeholders, decision-makers, and executive sponsors

• Conduct customer meetings, account evaluations, and Quarterly Business Reviews (QBRs)

• Align Hubexo solutions with customer goals and showcase measurable value

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

• Set customer success objectives and track progress

• Encourage product adoption through education, training, and feature utilization

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

• Collaborate with Support teams to address customer inquiries and technical challenges

• Manage the renewal lifecycle, including contract reviews, customer engagement, and timely processing

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

• Work with Finance, Sales, and Revenue Operations to resolve discrepancies related to contracts, billing, and renewals

• Keep complete and accurate customer information updated in HubSpot

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

• Utilize CRM dashboards and reporting tools to monitor account health, renewal pipelines, engagement, and overall performance

• Collaborate with Sales on customer transitions and account expansion

• Work together with Customer Care, Product, Finance, and Revenue Operations teams

• Relay customer feedback, product challenges, and opportunities for enhancements

• Advocate for customer needs while balancing satisfaction with company policies and objectives

• Contribute to ongoing improvement initiatives for customer experience, operational efficiency, and retention

⛳️ Requirements

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

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

• Demonstrated history 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 risks of customer churn, develop retention strategies, and execute proactive account plans

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

• Experience conducting customer business reviews and articulating value to decision-makers

• Proficient with CRM systems and maintaining accurate customer records

• Strong analytical skills capable of interpreting customer engagement, account health, and retention reports

• Ability to independently manage multiple accounts, competing priorities, and deadlines within a remote environment

• Proven accountability, initiative, problem-solving capabilities, and results-oriented performance

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

• Familiarity with HubSpot CRM, including deal pipelines, activities, reporting, and customer account management

• Knowledge of GRR, NRR, ARR, churn, and subscription revenue reporting

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

• Background in managing contract renewals, pricing discussions, and customer retention negotiations

• Experience in developing customer success plans and leading executive business reviews

• Experience in an international or multi-brand organization

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

• Candidates must reside in one of the specified eligible U.S. states

🏝️ Benefits

• Flexible remote work arrangement

• Opportunity to engage with Hubexo's SaaS, subscription-based, data, and software solutions