Customer Success Manager

Hubexo

. Manage an assigned portfolio of customer accounts throughout the customer lifecycle .

Posted 10/27/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer accounts throughout the lifecycle, focusing on retention, renewal strategies, and customer satisfaction. Proficient in utilizing CRM systems like HubSpot to track performance metrics and enhance customer engagement.

Highest-signal resume keywords

Customer Success ManagementAccount Retention StrategiesHubSpot CRM ProficiencyGross Revenue Retention (GRR) TrackingCross-Department Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle ManagementContract ManagementData AnalysisSubscription Revenue ReportingRetention Strategy Development

Soft Skills

Relationship BuildingCommunication SkillsPresentation SkillsNegotiation SkillsProblem-Solving Ability

Tools & Technologies

HubSpot CRMCRM DashboardsReporting Tools

Industry Keywords

B2B Customer-Facing RoleSaaSSubscription-Based ServicesCustomer Success PlansConstruction Technology

About the role

Key responsibilities & impact

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
Own customer renewal planning, engagement, and execution
Meet or exceed assigned Gross Revenue Retention (GRR) targets
Identify at-risk accounts and implement documented retention strategies
Maintain renewal forecasts and address potential revenue risks
Identify expansion opportunities and collaborate with Sales on account growth
Build relationships with customer stakeholders, decision-makers, and executive sponsors
Conduct customer meetings, account reviews, and Quarterly Business Reviews (QBRs)
Align Hubexo solutions with customer objectives and demonstrate measurable value
Coordinate onboarding and activation with Customer Care and internal teams
Establish customer success goals and monitor progress
Promote product adoption through education, training, and feature utilization
Monitor customer health, usage, engagement, and satisfaction
Partner with Support teams to resolve customer inquiries and technical issues
Manage the renewal lifecycle, including contract review, customer engagement, and timely processing
Track GRR, NRR, ARR, renewal rates, churn, downsell, account health, and engagement metrics
Partner with Finance, Sales, and Revenue Operations to resolve contract, billing, and renewal discrepancies
Maintain complete and accurate customer information in HubSpot
Document communications, meetings, renewal discussions, risks, and follow-up commitments
Use CRM dashboards and reporting tools to monitor account health, renewal pipelines, engagement, and performance
Partner with Sales on customer handoffs and account expansion
Collaborate with Customer Care, Product, Finance, and Revenue Operations
Communicate customer feedback, product challenges, and enhancement opportunities
Advocate for customer needs while balancing satisfaction with company policies and objectives
Contribute to continuous improvement initiatives for customer experience, operational efficiency, and retention

Requirements

What you’ll need

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
Proficiency with CRM systems and maintaining accurate customer records
Strong analytical skills with the ability to interpret customer engagement, account health, and retention reporting
Ability to independently manage multiple accounts, competing priorities, and deadlines in a remote environment
Demonstrated accountability, initiative, problem-solving ability, and results-driven performance
Ability to collaborate effectively across departments and contribute to a positive customer experience
Experience using HubSpot CRM, including deal pipelines, activities, reporting, and customer account management
Familiarity with GRR, NRR, ARR, churn, and subscription revenue reporting
Experience supporting customers in the construction, building products, market intelligence, or construction technology industries
Experience managing contract renewals, pricing discussions, and customer retention negotiations
Experience developing customer success plans and facilitating executive business reviews
Experience working in an international or multi-brand organization
Bachelor's degree in Business, Communications, Technology, or a related field, or equivalent professional experience is preferred
Candidate must live in one of the specified eligible U.S. states

Benefits

Comp & perks

Remote work arrangement
Opportunity to work with Hubexo's SaaS, subscription-based, data, and software solutions