Remote Customer Success Manager - Renewal & Growth

Hubexo; Wisconsin; A distancia; USD 70.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Descripción de la vacante

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

The CSM will own renewal planning, monitor GRR, and collaborate with Sales, Customer Care, Product, Finance, and Revenue Operations to deliver a consistent customer experience. This is a 100% remote role with residency requirements in the United States.

Formación

• Minimum 3 years of experience in Customer Success, Account Management, or a similar B2B role.
• Experience managing a portfolio of customer accounts with retention and renewals.
• Experience with SaaS, subscription-based services, data solutions, or software products.
• Proficiency with CRM systems and maintaining accurate customer records.
• Experience developing customer success plans and executive business reviews.

Responsabilidades

• Own and manage an assigned portfolio of customer accounts through the lifecycle.
• Develop proactive account strategies focused on customer satisfaction, adoption, retention, and long-term value.
• Own 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 and evolving needs.
• Conduct scheduled customer meetings, account reviews, and 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 with clear expectations for calls, emails, meetings, and follow-up.
• Maintain professional, timely communication and ensure commitments are fulfilled.
• Coordinate with Customer Care and internal teams to ensure a successful transition from Sales through onboarding.
• Establish customer success goals and monitor progress toward outcomes.
• Promote product adoption by identifying opportunities for additional education, training, and feature utilization.
• Monitor customer health, usage, engagement, and satisfaction to identify opportunities for improvement.
• Partner with Customer Care and Support to ensure timely resolution of inquiries and issues.
• Identify and address barriers that may impact adoption, satisfaction, or retention.

Conocimientos

Customer Success

Account Management

Relationship Management

Renewals

SaaS knowledge

Revenue retention

Educación

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

Herramientas

HubSpot CRM

Descripción del empleo

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

The CSM will own renewal planning, monitor GRR, and collaborate with Sales, Customer Care, Product, Finance, and Revenue Operations to deliver a consistent customer experience. This is a 100% remote role with residency requirements in the United States.