Customer Success Manager

HubSync Co.; Nashville (TN); On-site; USD 90,000 - 150,000; Full time

Job summary

HubSync is seeking an experienced Customer Success Manager to be the primary contact for our enterprise customers, guiding them from onboarding to full platform adoption and ongoing value realization. You will drive adoption, ROI, and renewal outcomes while collaborating with Sales, Product, Support, Professional Services, and Engineering.

The ideal candidate has 5+ years in enterprise SaaS CS, a proven track record managing large accounts, and strong communication and project-management skills.

Qualifications

• 5+ years of experience in an Enterprise SaaS Customer Success role.
• Proven track record of managing multiple high-value enterprise accounts and driving adoption and satisfaction.
• Experience using Jira, Confluence, and HubSpot to manage projects and customer relationships.

Responsibilities

• Own the customer relationship and journey from post-deployment onboarding through full platform adoption, ensuring customers meet their business outcomes.
• Build strong, trusted relationships with key stakeholders at customer firms, from project team leaders to executive sponsors.
• Act as a strategic advisor to drive adoption, satisfaction, and ROI through best practices.
• Manage escalations and resolve customer issues using closed-loop feedback with Support.
• Maintain and refine tools, processes, and playbooks for scalable customer success.
• Coordinate cross-functional teams to align with customer goals and lead regular touchpoints and QBRs.
• Identify and surface expansion opportunities and collaborate with Account Managers to support upsell and cross-sell motions.
• Track health scores, adoption metrics, renewal forecasts, CSAT/NPS, and report on outcomes.

Skills

Enterprise SaaS

Account management

Stakeholder management

Cross-functional collaboration

Education

Bachelor’s degree

Tools

Jira

Confluence

HubSpot

Job description

AboutHubSync

HubSyncis a fast-growing SaaS company transforming the accounting industry through a fully integrated platform that enhances productivity and deliversa seamlessexperience for accounting firms and their customers. We are on a mission to change the paradigm of customer engagement and value delivery-andwerelooking for passionate individuals who want to be part of this journey.

About the Role

As aCustomer Success Manager (CSM), you are the primary point of contact for our customers-responsible for delivering an exceptional experienceto ensure long-term success, drive business outcomes,which results in happy and reference-able customers with strongrenewals.You'llcollaborate with ourPS organizationduring implementation andguide our clients todrive adoption,ensure business outcomes are met,identifyopportunities for expansionand growth, and help customers realize the full value ofHubSync.

The ideal candidate is a relationship builder, strategic thinker, and problem-solver who thrives in a dynamic, fast-paced environment.You'llwork cross-functionally with Sales, Product, Support,Professional Services,and Engineering to ensure our customers are successful and growing withHubSync.

Key Responsibilities

Execution - Deliver Speed to Value

• Own the customerrelationship andjourney frompost-deploymentonboarding through full platform adoption, ensuringcustomermeet their business outcomes and goals through their use ofHubSync.

• Build strong, trusted relationships with key stakeholders at customer firmsfrom project team leaders to executive sponsors.

• Act as a strategic advisor to drive adoption, satisfaction, and customer ROIthrough best practices and thought leadership engagement.

• Manage escalations and resolve customer issues using closed-loop feedback processesand close coordination with Support.

• Maintain and refine best-in-class tools, processes, and playbooks for scalable customer success.

Customer Engagement

• Serve as the internal champion for your customers, coordinating cross-functional teams (e.g., Sales, Product, Support) to align with customer goals.

• Lead regular touchpoints and executive check-insand Quarterly Business Reviews (QBRs)to track progress and keep customers aligned and engaged.

• Identify and proactively mitigate risks to ensure a smooth and successful customer experience.

Growth - Drive Strategic Expansion

• Understand customer goals, pain points, and platform usage to surface relevant solutions and expansion opportunitiesand collaborate closely with the Account Managers (Sales) to support the upsell and cross-sellmotion..

• Collaborate with product teams toidentifygaps andhelpfacilitatenew solutiondiscovery sessionsvia customer input.

• Maintain stakeholder maps and expand key relationships across customer accounts.

Reporting & Metrics

• Develop andmaintain30/60/90-day customer success plans tied to measurable outcomes.

• Track and report on health scores,adoptionmetrics, renewal forecasting, and customer satisfaction (CSAT/NPS).

• Drive continuous improvement through data insights and customer feedback.

Success Metrics

• Customer Outcomes:Business Outcomes, ProductAdoption, ROI, time to value,andGRR/NRR.

• Customer Satisfaction:Measured performance at best-in-class levels.

• Revenue Impact:Expansion opportunities, pipeline growth, and account-level wins.

• Operational Excellence:Clear cadence of communication, internal alignment, and high-impact reporting.

Experience & Qualifications

• 5+ years of experience in an Enterprise SaaSCustomer Success role

• Proventrack recordof managingmultiple high-valueenterprise accounts and driving customer adoption and satisfaction.

• Strongclientmanagement and problem-solving skills; ability to manage complexcustomer situations and escalations, including change managementand employee enablement.

• Experience using platforms such asJira, Confluence, and HubSpotto manage projects and customer relationships.

• Familiarity with the software development lifecycle, product ownership, or product management is a plus.

• Accounting industry experiencestronglypreferred.

• Excellent communication, collaboration, and relationship-building skills.

• Experience in a high-growth or early-stage company environment preferred.

• Bachelor's degree (B.A., B.S.) or higher required.

WhatYou'llBring

• Passion for delivering exceptional customer experiences.

• A proactive, resourceful, and ownership-driven mindset.

• Ability to balance strategic thinking with hands-on execution.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexualorientation, gender identity, national origin,veteranor disability status.