Customer Success Manager

Hubstaff; United States; Remote; USD 80,000 - 100,000; Full time

Benefits offered by this job

Private health insurance

Annual stipends for home office/well‑n

Professional development

Job summary

Hubstaff is seeking a Customer Success Manager (NAMER) to own the end-to-end customer journey for ~150 mid-market and enterprise customers across North and South America, focused on activation, adoption, retention, and expansion. You’ll lead onboarding, value reviews, renewals, and cross-functional collaboration to deliver measurable outcomes.

You’ll report to the Customer Success Team Lead in a remote-first, distributed environment with teammates across the Americas and Europe, using data to

Qualifications

• 4+ years of Customer Success experience in a PLG SaaS company.
• Proven experience managing 100+ accounts.
• Strong ownership mentality and proactive problem-solving.
• Exceptional relationship and communication skills with executive and daily users.
• Comfortable working with data, dashboards, and customer metrics.
• Experience influencing renewal, retention, and expansion outcomes.
• Familiarity with Vitally, HubSpot, Slack, and Stripe.
• Self-motivated and able to work autonomously in a distributed team.

Responsibilities

• Own client activation and onboarding; guide new customers from close to adoption.
• Manage ongoing relationships with value-driven reviews and progress toward goals.
• Drive GRR/NRR in renewals, expansions, and at-risk accounts.
• Build trust-based relationships with key decision-makers and users.
• Deliver insights on health, renewal risk, and expansion to leadership.
• Develop scalable onboarding and lifecycle processes.
• Use product data to identify risk/opportunity and implement success plans.
• Educate customers via webinars, walkthroughs, and resources.
• Collaborate cross-functionally to resolve issues and inform roadmap.
• Continuously iterate playbooks to improve outcomes.

Skills

CS Experience

100+ Accounts

Ownership Mentality

Relationship & Communication

Data & Metrics

Renewal & Expansion

Tools Familiarity

Remote/Distributed Work

Tools

Vitally

HubSpot

Slack

Stripe

Job description

Customer Success Manager

Remote | North America

About Hubstaff

Hubstaff helps organizations around the world optimize productivity and workforce operations. Trusted by 20,000+ businesses, our platform powers time tracking, team management, project insights, and payroll automation.

We’ve been a remote-first company for over a decade — and we’re on a mission to help distributed teams work smarter, not harder.

The Role

We’re hiring a Customer Success Manager (NAMER) to own the customer journey end to end — ensuring rapid activation, long-term adoption, retention, and expansion of Hubstaff across a portfolio of ~150 mid-market and Enterprise customers across North and South America.

Your focus will span Onboarding, Adoption, Retention, Expansion, Renewal, Billing, and Escalations, ensuring every customer achieves measurable outcomes and lasting value from Hubstaff.

This is a strategic and hands-on role: you’ll act as the trusted advisor to your customers, collaborating cross-functionally with Sales, Product, Marketing, and Support to deliver world-class experiences and sustainable growth.

This role is ideal for someone who thrives on building strong relationships, solving complex problems with empathy, and driving impact through data and insight. You’ll report to Customer Success Team Lead, working with peers across the Americas and Europe in a highly collaborative, remote-first environment.

What You’ll Do

• Own client activation and onboarding — become a Hubstaff subject matter expert and guide new customers from deal close through successful adoption. Lead live onboarding sessions, follow-ups, and check-ins to ensure customers realize time-to-value quickly.
  

• Manage ongoing customer relationships — conduct value-driven business reviews, track progress toward customer goals, and proactively drive retention and growth across your book of business.
  

• Be directly responsible for Gross and Net Revenue Retention (GRR & NRR) across your book of business. Manage renewals and the associated process, expansion opportunities, and at-risk accounts, ensuring Hubstaff’s customers are retained and setup to grow with us.
  

• Build and maintain strong, trust-based relationships with key decision-makers and daily users, becoming their advocate and advisor.
  

• Deliver key account insights: report on customer health, renewal risk, and expansion opportunities to the wider Hubstaff leadership team.
  

• Develop scalable processes and playbooks that streamline onboarding and lifecycle management, contributing to a continuously improving Customer Success practice.
  

• Use data to drive action: monitor product adoption metrics, health and associated alerts, feature usage, and engagement data to identify risk or opportunity, and implement targeted success plans.
  

• Educate and enable customers through webinars, product walkthroughs, and resources that increase confidence, adoption, and satisfaction.
  

• Collaborate cross-functionally with Product, Support, and Engineering teams to resolve issues quickly, advocate for customer feedback, and influence roadmap decisions.
  

• Continuously experiment and iterate: test engagement approaches, refine playbooks, and share learnings to enhance customer outcomes and internal efficiency.

What You’ll Bring

• 4+ years of experience in Customer Success within a PLG SaaS company.
  

• Proven experience managing 100+ accounts, balancing proactive engagement with operational efficiency.
  

• Strong ownership mentality — you’re accountable for your customers’ results and take initiative to solve problems before they escalated.
  

• Exceptional relationship and communication skills, able to engage both executive and operational stakeholders with credibility and empathy.
  

• Comfortable working with data, dashboards, and customer metrics to inform decisions and drive performance.
  

• Experience influencing renewal, retention, and expansion outcomes, ideally in a PLG or subscription-based SaaS model.
  

• Familiarity with tools such as Vitally, HubSpot, Slack, and Stripe is a plus.
  

• Self-motivated, comfortable working autonomously in a distributed team, and energized by a high-growth, evolving environment.

Compensation & Bonus

The base salary for this role is $80,000–$100,000 annually, plus the opportunity to earn additional compensation through a quarterly performance bonus.

Our bonus plan rewards your impact on customer success, with incentives tied to customer retention and expansion goals.

Why You’ll Love Working at Hubstaff

• Fully remote role with flexible working hours
  

• Meaningful work — you’ll help thousands of teams operate more effectively and sustainably every day

• Supportive culture built on trust, autonomy, and balance
  

• Private health insurance, paid time off, and local benefits (for employees)
  

• Annual stipends for home office, wellness, or professional development
  

• Clear career progression pathways, mentorship opportunities, and skill development programs
  

• Global company retreats in unique destinations, connecting our remote team in person

Inclusion at Hubstaff

We welcome and celebrate diverse backgrounds, perspectives, and experiences. Everyone deserves to feel valued and supported — and we’re committed to creating an inclusive environment for all.