Remote Customer Success Manager — Growth & Renewal Leader

Hubstaff; Oregon; Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Home office stipend

Professional development stipend

Annual company retreats

Job summary

Hubstaff is seeking a Customer Success Manager to own the full customer journey across North America in a remote-first setup. You will guide onboarding, drive adoption, and manage renewals and expansions for a diverse mid-market and enterprise portfolio.

In this role you will leverage data and customer insights to improve retention, partner with Sales, Product, and Support, and deliver scalable success playbooks. Reports to the Customer Success Team Lead.

Qualifications

• 4+ years in Customer Success in a PLG SaaS company.
• Proven track record managing 100+ accounts with proactive engagement.
• Strong ownership mentality and problem solving.
• Excellent relationship and communication skills with executives and users.
• Comfortable using data, dashboards, and customer metrics to drive decisions.
• Experience influencing renewal, retention, expansion in a SaaS model.
• Familiarity with Vitally, HubSpot, Slack, Stripe a plus.

Responsibilities

• Own client activation and onboarding; lead live onboarding sessions and follow-ups.
• Manage ongoing relationships; conduct value-driven reviews and drive retention and growth.
• Be responsible for gross and net revenue retention; manage renewals and expansion opportunities.
• Build trust-based relationships with key decision-makers and daily users.
• Report on customer health, renewal risk, and expansion opportunities to leadership.
• Develop scalable onboarding and lifecycle playbooks for continuous improvement.
• Use product adoption metrics to identify risks and opportunities and craft success plans.
• Educate customers via webinars and product walkthroughs to boost adoption.

Skills

4+ years experience

Account management

Relationship building

Data-driven decisions

Renewals & expansion

Cross-functional collaboration

Familiarity with Vitally

Familiarity with HubSpot

Familiarity with Slack

Familiarity with Stripe

Tools

Vitally

HubSpot

Slack

Stripe

Job description

Hubstaff is seeking a Customer Success Manager to own the full customer journey across North America in a remote-first setup. You will guide onboarding, drive adoption, and manage renewals and expansions for a diverse mid-market and enterprise portfolio.

In this role you will leverage data and customer insights to improve retention, partner with Sales, Product, and Support, and deliver scalable success playbooks. Reports to the Customer Success Team Lead.