Customer Success Manager

Hubexo North America is seeking a proactive, results-driven Customer Success Manager (CSM) to manage a portfolio of customer accounts and drive long-term customer value through onboarding, product adoption, engagement, retention, and growth.

The CSM is responsible for developing strong customer relationships, ensuring customers realize measurable value from Hubexo's solutions, and proactively managing the customer lifecycle.

This is a revenue-accountable role with direct responsibility for customer retention, renewal execution, and achieving Gross Revenue Retention (GRR) targets.

The ideal candidate combines strong relationship management skills with commercial awareness, analytical capabilities, and a demonstrated ability to manage subscription renewals.

The CSM will collaborate closely with Sales, Customer Care, Product, Finance, and Revenue Operations to deliver a consistent and successful customer experience.

* This role is 100$ remote. Candidate must live in one of the following states to be considered for the role:

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, WI

• 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.

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

• Meet or exceed assigned Gross Revenue Retention (GRR) targets.

• Identify accounts at risk of cancellation, downsell, or nonrenewal and implement documented retention strategies.

• Maintain accurate renewal forecasts and proactively address potential revenue risks.

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

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

• Establish regular, meaningful communication with customers to understand their goals, challenges, and evolving business needs.

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

• Serve as a trusted advisor by aligning Hubexo solutions with customer objectives and demonstrating measurable value.

• Proactively engage customers well in advance of renewal dates to assess satisfaction, adoption, and future needs.

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

• Meet established customer engagement and activity KPIs, including defined expectations for calls, emails, meetings, and follow-up activities.

• Maintain professional, timely communication and ensure customer commitments are consistently fulfilled.

• Coordinate with Customer Care and internal teams to ensure a successful transition from Sales through onboarding and activation.

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

• Promote product adoption by identifying opportunities for additional education, training, and feature utilization.

• Monitor customer health, usage patterns, engagement, and satisfaction to identify opportunities for improvement.

• Partner with Customer Care and Support teams to ensure timely resolution of customer inquiries and technical issues.

• Identify and address barriers that may negatively impact customer adoption, satisfaction, or retention.

• Manage the renewal lifecycle to ensure contracts are reviewed, customer engagement occurs proactively, and renewals are processed accurately and on time.

• Maintain accurate renewal dates, contract terms, subscription information, and account records.

• Support company pricing and renewal strategies while identifying and escalating potential renewal risks.

• Track and analyze key financial and retention metrics, including:

  • Gross Revenue Retention (GRR)

  • Net Revenue Retention (NRR)

  • Annual Recurring Revenue (ARR)

  • Renewal rates

  • Customer churn and downsell

  • Account health and engagement

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

• Maintain accurate and timely renewal forecasts and account-level retention plans.

• Maintain complete, accurate, and current customer information in Hub Spot, including account ownership, contract details, renewal opportunities, activities, and…