Strategic Customer Success Manager - NY, Drive ROI & Growth

Hubnest Inc; New York (NY); Hybrid; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, vision coverage

Flexible working arrangements

Learning and development budget

Paid time off and holidays

Job summary

Hubnest Inc. is seeking a dedicated Customer Success Manager to own retention and success for a defined mid-market and enterprise client portfolio.

You will conduct regular data-driven check-ins with client leadership to align platform usage with strategic goals and derive ROI from our product engines. You will analyze platform telemetry, promote new features through targeted client education, and escalate issues to protect client trust while coordinating with Product and Sales teams on

Qualifications

• 4+ years in Customer Success or B2B account management.
• 3+ years managing a B2B SaaS portfolio with retention focus.
• 2+ years using Salesforce for account hygiene.
• 2+ years using health scoring platforms (Gainsight/ChurnZero/Totango).
• 3+ years securing annual renewals and upsell opportunities.
• 3+ years translating product usage data into executive ROI presentations.
• 2+ years in complex verticals (field services, healthcare, security).
• Excellent verbal and written communication for high-stakes client interactions.
• Distinguish product limitations from training gaps and address both.
• Proven 95%+ Gross Retention across multi-million book of business.

Responsibilities

• Own retention, satisfaction, and success for a defined client portfolio.
• Conduct monthly/quarterly check-ins with client leadership to align platform usage with goals.
• Analyze platform telemetry to identify churn indicators.
• Drive adoption of new features via targeted client education campaigns.
• Escalate critical issues to engineering to protect client trust.
• Submit data-backed feature requests to Product Management.
• Train client administrators during leadership turnover.
• Document client interactions, health scores in Salesforce.
• Collaborate with Key Account Management on expansions and cross-sell leads.
• Navigate escalations to restore confidence after platform issues.
• Extract client success narratives for ROI case studies.

Skills

Customer Success

Account Management

Executive Communication

Data Analysis

Renewals & Upsell

ROI Presentations

Cross-Functional Collaboration

Industry Knowledge

Education

Bachelor's degree in Business/Communications/Marketing or equivalent

Tools

Salesforce

Gainsight

ChurnZero

Totango

Job description

Hubnest Inc. is seeking a dedicated Customer Success Manager to own retention and success for a defined mid-market and enterprise client portfolio.

You will conduct regular data-driven check-ins with client leadership to align platform usage with strategic goals and derive ROI from our product engines. You will analyze platform telemetry, promote new features through targeted client education, and escalate issues to protect client trust while coordinating with Product and Sales teams on