Remote Customer Success Manager for Growth & Retention

Hubexo; Arkansas; Remote; USD 70.000 - 110.000; Vollzeit

Zusammenfassung

Hubexo is seeking a proactive Customer Success Manager to oversee a portfolio of customer accounts in the United States. The role emphasizes onboarding, product adoption, engagement, retention, and growth across a remote work setup with residency requirements in listed states.

You will collaborate with Sales, Product, Finance, and Revenue Operations to drive measurable value and renewal success. The CSM will own renewal planning, engagement, and escalation, while monitoring dashboards and KPIs

Qualifikationen

• Minimum 3 years of experience in Customer Success, Account Management, or a similar B2B customer-facing role.
• Demonstrated experience managing a portfolio of customer accounts with responsibility for customer retention and renewals.
• Proven track record of meeting or exceeding customer retention, renewal, or revenue-related performance targets.
• Experience working with SaaS, subscription-based services, data solutions, or software products.
• Strong understanding of subscription renewals, contract management, customer lifecycle management, and recurring revenue.
• Ability to identify customer churn risks, develop retention strategies, and execute proactive account plans.
• Strong relationship-building, communication, presentation, and negotiation skills.
• Experience conducting customer business reviews and communicating value to decision-makers.
• Proficiency with CRM systems and maintaining accurate customer records.
• Strong analytical skills with the ability to interpret customer engagement, account health, and retention reporting.
• Ability to independently manage multiple accounts, competing priorities, and deadlines in a remote environment.
• Demonstrated accountability, initiative, problem-solving ability, and results-driven performance.
• Ability to collaborate effectively across departments and contribute to a positive customer experience.

Aufgaben

• 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 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 GRR, NRR, ARR, renewal rates, churn and downsell, and account health.

Kenntnisse

Customer Success

Account Management

SaaS

Renewals

Churn Management

Tools

HubSpot CRM

Jobbeschreibung

Hubexo is seeking a proactive Customer Success Manager to oversee a portfolio of customer accounts in the United States. The role emphasizes onboarding, product adoption, engagement, retention, and growth across a remote work setup with residency requirements in listed states.

You will collaborate with Sales, Product, Finance, and Revenue Operations to drive measurable value and renewal success. The CSM will own renewal planning, engagement, and escalation, while monitoring dashboards and KPIs