Customer Success Manager

Hubexo NA is looking for a driven Customer Success Manager (CSM) who is responsible for managing a portfolio of customer accounts and driving long-term customer value through onboarding, adoption, retention, and growth. This role plays a critical part in ensuring customers achieve their desired outcomes while aligning with company goals around Gross Revenue Retention (GRR) and expansion.The CSM will act as the primary point of contact for customers, partnering cross-functionally with Sales, Product, Finance, and Customer Care to deliver a seamless customer experience.Applicants must reside in one of the listed US States: AL, AR, AZ, CA, CO, CT, FL, GA, IL, IN, KS, MD, ME, MI, MN, NC, NJ, NY, NM, NV, OH, OR, PA, SC, TN, TX, UT, VA, WI Key Responsibilities:Own and manage a portfolio of customer accounts across the full lifecycle: onboarding, activation, adoption, renewal, and expansionEnsure successful onboarding by guiding customers through implementation and early value realizationProactively monitor customer health and engagement to identify risks and opportunitiesDrive renewal strategy and execution to meet or exceed GRR targetsIdentify and support expansion opportunities in partnership with SalesMaintain accurate renewal dates, contract details, and account data within the CRMBuild strong relationships with key stakeholders and decision-makersConduct regular check-ins and Quarterly Business Reviews (QBRs) aligned to customer goalsAct as a trusted advisor by aligning product capabilities with customer business needsMaintain high standards of CRM data integrity, including accurate tracking of activities, renewals, and account statusLeverage reporting and insights (ARR, churn, engagement metrics) to inform account strategyCollaborate with internal teams to resolve customer issues and improve processesPartner with Customer Care to ensure timely resolution of support and technical requestsWork with Product to provide feedback and advocate for customer needsAlign with Finance and RevOps on billing, contract terms, and renewal processesSkills & Experience:Strong customer relationship management skills with the ability to build trust and drive long-term partnerships3+ years in Customer Success, Account Management, or similar client-facing roleProven ability to manage a portfolio of accounts and own the full customer lifecycleResults-driven mindset focused on retention (GRR), growth (NRR), and customer outcomeStrong communication skills and problem-solving skills with a proactive, solution-oriented approachExperience working within CRM systems (preferably HubSpot)Ability to interpret data and reporting (ARR, churn, renewal rates) to guide decisionsFamiliarity with SaaS subscription models, renewals, and contract managementStrong organizational and time management skillsExperience leading onboarding and activation effortsAbility to conduct QBRs and align product value to customer goalsSkilled in identifying expansion opportunities and managing customer expectationsExperience working with B2B customers, ideally in SaaS, data, or subscription-based environmentsProven track record of meeting or exceeding retention and/or growth targetsExperience in construction data or related industries is a plusExperience working cross-functionally across Sales, Product, and FinanceExposure to onboarding program development or process improvement initiativesOther Benefits Include:You will be eligible to participate in the Company’s health/dental/vision and life insurance program on the first of the month following the date of hire.As an added benefit, Hubexo US contributes $650/month towards employee's healthcare premiums or a conditional medical opt-out credit ($150 per month) for employees who have other qualifying health coverage and choose to waive the Company’s medical plan. Employees must sign a waiver to enroll in the conditional opt-out credit.Eligibility to participate in the company's 401K Retirement program after the first of the month starting day of hire; after twelve (12) months of continuous employment, the company will match 100% of your contributions of up to 10% of pretax income (vesting over 5 years).Participation in 10 paid holidays over the calendar year.After two months of continuous employment, you have access to a self-managed, unlimited paid vacation plan.Up to 80 hours of paid “Extended Sick Leave.”  100% Remote workforceEqual Opportunity and accommodations Hubexo North America is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status. We provide reasonable accommodations for candidates with disabilities during our hiring process.