Remote CSM: Growth, Renewals & Retention

Hubexo; Connecticut; Remote; USD 85,000 - 120,000; Full time

Job summary

Hubexo North America seeks a proactive Customer Success Manager to oversee a portfolio of customer accounts and drive long-term value through onboarding, adoption, engagement, retention, and growth.

The role is revenue-accountable, focusing on renewals, GRR targets, and expansion opportunities while collaborating with Sales, Customer Care, Product, Finance, and Revenue Operations to ensure a superior customer experience. Remote work is required for candidates in eligible states.

Qualifications

• 3+ years in Customer Success, Account Management, or similar B2B role.
• Experience managing a portfolio with retention and renewal responsibilities.
• Proven track record in meeting or exceeding retention or renewal targets.
• Experience with SaaS, subscription-based services, data solutions, or software products.
• Understanding of contract management, customer lifecycle, and recurring revenue.
• Ability to identify churn risks and implement retention strategies.
• Strong relationship-building, communication, presentation, and negotiation skills.
• Experience conducting executive business reviews and communicating value to decision-makers.
• Proficient in CRM systems and maintaining accurate customer records.
• Analytical mindset with ability to interpret engagement and retention metrics.

Responsibilities

• Own and manage an assigned portfolio of customer accounts throughout the lifecycle.
• Develop proactive account strategies focused on adoption, retention, and long-term value.
• Own renewal planning, engagement, and execution.
• Meet or exceed GRR targets and identify at-risk accounts with retention plans.
• Maintain renewal forecasts and address revenue risks.
• Identify expansion opportunities and collaborate with Sales to grow accounts.
• Build strong relationships with customer stakeholders and executive sponsors.
• Establish regular communication, conduct quarterly business reviews, and demonstrate measurable value.
• Promote product adoption through education, training, and feature utilization.
• Coordinate with cross-functional teams to ensure onboarding, support, and issue resolution.
• Monitor customer health and satisfaction to identify improvement opportunities.

Skills

Customer Success

Account Management

Renewals

SaaS

Churn Risk Management

Relationship Building

Negotiation

Data Analysis

Communication

Education

Bachelor's degree in Business, Communications, Technology, or related field

Tools

HubSpot CRM

Job description

Hubexo North America seeks a proactive Customer Success Manager to oversee a portfolio of customer accounts and drive long-term value through onboarding, adoption, engagement, retention, and growth.

The role is revenue-accountable, focusing on renewals, GRR targets, and expansion opportunities while collaborating with Sales, Customer Care, Product, Finance, and Revenue Operations to ensure a superior customer experience. Remote work is required for candidates in eligible states.