Remote Customer Success Manager - Renewal & Growth

Hubexo; Butlerville (IN); Remote; USD 65,000 - 105,000; Full time

Job summary

Hubexo North America is seeking a proactive Customer Success Manager to manage a portfolio of customer accounts, drive value through onboarding, adoption, engagement, retention, and growth. This is a revenue-accountable role with responsibility for renewals, GRR targets, and cross-functional collaboration with Sales, Product, Finance, and Revenue Operations.

This role is 100% remote; candidates must reside in US states Hubexo supports.

Qualifications

• Minimum 3 years of experience in Customer Success, Account Management, or a similar B2B customer-facing role.
• 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.

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 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 Net Revenue Retention (NRR), churn, and account health.
• Partner with Finance, Sales, and Revenue Operations to resolve contract, billing, and renewal discrepancies.
• Maintain accurate and timely renewal forecasts and account-level retention plans.
• Collaborate with Sales to ensure effective customer handoffs and identify opportunities for account expansion.
• Coordinate with Finance and Revenue Operations to maintain accurate billing, contract, and renewal information.

Skills

Relationship building

Communication

Account management

Renewals

Analytical thinking

Negotiation

Remote work

Presentation

Education

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

Tools

HubSpot CRM

Excel

Job description

Hubexo North America is seeking a proactive Customer Success Manager to manage a portfolio of customer accounts, drive value through onboarding, adoption, engagement, retention, and growth. This is a revenue-accountable role with responsibility for renewals, GRR targets, and cross-functional collaboration with Sales, Product, Finance, and Revenue Operations.

This role is 100% remote; candidates must reside in US states Hubexo supports.