CS Customer Success Manager Hybrid — New York, NY

Hubnest Inc; New York (NY); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, vision coverage

Flexible working arrangements

Learning and development budget

Paid time off and holidays

Job summary

Hubnest Inc. is seeking a dedicated Customer Success Manager to own retention and success for a defined mid-market and enterprise client portfolio.

You will conduct regular data-driven check-ins with client leadership to align platform usage with strategic goals and derive ROI from our product engines. You will analyze platform telemetry, promote new features through targeted client education, and escalate issues to protect client trust while coordinating with Product and Sales teams on

Qualifications

• 4+ years in Customer Success or B2B account management.
• 3+ years managing a B2B SaaS portfolio with retention focus.
• 2+ years using Salesforce for account hygiene.
• 2+ years using health scoring platforms (Gainsight/ChurnZero/Totango).
• 3+ years securing annual renewals and upsell opportunities.
• 3+ years translating product usage data into executive ROI presentations.
• 2+ years in complex verticals (field services, healthcare, security).
• Excellent verbal and written communication for high-stakes client interactions.
• Distinguish product limitations from training gaps and address both.
• Proven 95%+ Gross Retention across multi-million book of business.

Responsibilities

• Own retention, satisfaction, and success for a defined client portfolio.
• Conduct monthly/quarterly check-ins with client leadership to align platform usage with goals.
• Analyze platform telemetry to identify churn indicators.
• Drive adoption of new features via targeted client education campaigns.
• Escalate critical issues to engineering to protect client trust.
• Submit data-backed feature requests to Product Management.
• Train client administrators during leadership turnover.
• Document client interactions, health scores in Salesforce.
• Collaborate with Key Account Management on expansions and cross-sell leads.
• Navigate escalations to restore confidence after platform issues.
• Extract client success narratives for ROI case studies.

Skills

Customer Success

Account Management

Executive Communication

Data Analysis

Renewals & Upsell

ROI Presentations

Cross-Functional Collaboration

Industry Knowledge

Education

Bachelor's degree in Business/Communications/Marketing or equivalent

Tools

Salesforce

Gainsight

ChurnZero

Totango

Job description

Hubnest builds vertical specific product engines for industries that require high operational precision. Founded in 2014, the company has spent twelve years embedded in the operational realities of the industries it serves, developing four purpose built products used by organizations across field services, political and civic operations, continuing care, and enterprise security.

You are the dedicated operational advisor ensuring our mid-market and enterprise clients achieve continuous ROI from Hubnest's products. You will drive deep platform adoption, prevent churn, and represent your clients' operational needs within Hubnest.

What You Will Be Doing

• Own the retention, satisfaction, and operational success for a defined portfolio of mid-market and enterprise clients.
• Conduct formal, data-driven monthly and quarterly check-ins with client leadership to align platform usage with their strategic goals.
• Analyze platform telemetry and usage metrics in Gainsight to identify leading indicators of account churn.
• Drive adoption of newly released product features by initiating targeted client educational campaigns.
• Escalate critical software issues or stalled technical support tickets to engineering leadership to protect client trust.
• Advocate for the client by submitting detailed, data-backed feature requests to the Product Management team.
• Train new client administrators when structural turnover occurs within the client's organizational leadership.
• Document every client interaction, strategic account plan, and health score fluctuation within Salesforce.
• Collaborate with the Key Account Management team to pass qualified expansion and cross-sell leads promptly.
• Navigate escalated situations using operational knowledge to rebuild confidence following platform issues.
• Extract client success narratives to provide the Marketing team with validated ROI metrics and case study candidates.

What We Are Looking For

• 4+ years of professional experience as a Customer Success Manager or in B2B Account Management.
• 3+ years of experience managing a portfolio of B2B SaaS software clients measured on Net Revenue Retention and churn mitigation.
• 2+ years of daily experience maintaining account hygiene within Salesforce.
• 2+ years of experience operating dedicated Customer Success platforms designed for health scoring such as Gainsight, ChurnZero, or Totango.
• 3+ years of proven experience securing annual contract renewals and identifying organic up-sell opportunities.
• 3+ years of experience analyzing product usage data and translating metrics into executive-level ROI presentations.
• 2+ years of verifiable experience managing accounts within complex operational verticals such as field services, healthcare, or security.
• Exceptional verbal and written communication skills optimized for high-stakes client interaction.
• Ability to distinguish genuine product limitations from client training gaps, addressing both effectively.
• Verifiable track record of maintaining a minimum 95% Gross Retention Rate across a multi-million dollar book of business.
• Bachelor's degree in Business, Communications, Marketing, or equivalent client-facing professional experience.

What We Offer

• Competitive compensation commensurate with experience
• Comprehensive health, dental, and vision coverage
• Flexible working arrangements
• Learning and development budget
• Paid time off and statutory holidays

Equal Opportunity Employment

Hubnest is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by applicable federal, state, or local law.