Remote Customer Success Manager — Growth & Renewals

Hubexo; Columbus (OH); Remote; USD 70,000 - 120,000; Full time

Job summary

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

This revenue-accountable role collaborates with Sales, Customer Care, Product, Finance, and Revenue Operations to deliver a consistent and successful customer experience. The position is remote with eligibility in multiple U.S. states including OH.

Qualifications

• 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 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.

Responsibilities

• 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 documented 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 goals, challenges, and needs.
• Conduct scheduled customer meetings, account reviews, and QBRs.
• Serve as a trusted advisor by aligning Hubexo solutions with customer objectives and measurable value.
• Proactively engage customers before renewals to assess satisfaction and future needs.
• Maintain professional, timely communication and ensure commitments are fulfilled.
• Coordinate onboarding, adoption, and success with internal teams.
• Promote product adoption through education, training, and feature utilization.
• Monitor customer health, usage, engagement, and satisfaction to identify improvements.
• Partner with Customer Care to ensure timely resolution of inquiries and issues.
• Identify barriers impacting adoption or retention.

Skills

Customer Success

Account Management

Portfolio Management

Renewals

CRM

HubSpot

Education

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

Tools

HubSpot CRM

CRM software

Job description

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

This revenue-accountable role collaborates with Sales, Customer Care, Product, Finance, and Revenue Operations to deliver a consistent and successful customer experience. The position is remote with eligibility in multiple U.S. states including OH.