Customer Success Manager

Hubexo

. Own and manage an assigned portfolio of customer accounts throughout the customer lifecycle .

Posted 10/28/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Customer Success and Account Management, focusing on customer retention, renewal strategies, and relationship-building. Proficient in utilizing CRM systems to manage customer accounts and track performance metrics effectively.

Highest-signal resume keywords

Customer Success ManagementAccount Retention StrategiesSaaS ExperienceCRM ProficiencyAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Lifecycle ManagementContract ManagementRenewal ForecastingRetention ReportingAccount Health MonitoringChurn Risk IdentificationCustomer Engagement MetricsSubscription Revenue ManagementCustomer Success PlansQuarterly Business Reviews

Soft Skills

Relationship BuildingCommunication SkillsPresentation SkillsNegotiation SkillsProblem-Solving Ability

Tools & Technologies

HubSpot CRMCRM DashboardsReporting ToolsCustomer Care SystemsData Solutions

Industry Keywords

B2B Customer-Facing RoleSubscription-Based ServicesConstruction TechnologyMarket IntelligenceBuilding Products

About the role

Key responsibilities & impact

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 communication with customers to understand their goals, challenges, and evolving business needs
Conduct scheduled customer meetings, account reviews, and Quarterly Business Reviews (QBRs)
Align Hubexo solutions with customer objectives and demonstrate measurable value
Proactively engage customers before renewal dates to assess satisfaction, adoption, and future needs
Maintain outreach through personalized emails, telephone calls, and customer meetings
Meet customer engagement and activity KPIs for calls, emails, meetings, and follow-up activities
Coordinate onboarding and activation with Customer Care and internal teams
Establish customer success goals and monitor progress toward desired outcomes
Promote product adoption through education, training, and feature utilization
Monitor customer health, usage patterns, engagement, and satisfaction
Partner with Customer Care and Support to resolve inquiries and technical issues
Manage the renewal lifecycle, including contract review, proactive engagement, and accurate, timely processing
Maintain renewal dates, contract terms, subscription information, and account records
Track GRR, NRR, ARR, renewal rates, churn, downsell, account health, and engagement metrics
Partner with Finance, Sales, and Revenue Operations on contract, billing, and renewal discrepancies
Maintain renewal forecasts and account-level retention plans
Maintain customer information and activities in HubSpot
Document customer 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 on onboarding, training, support, and issue resolution
Communicate customer feedback and product enhancement opportunities to Product teams
Coordinate billing, contract, and renewal information with Finance and Revenue Operations
Advocate for customer needs while balancing satisfaction with company policies and business objectives
Contribute to initiatives improving 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
Demonstrated 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
Preferred: Experience using HubSpot CRM, including deal pipelines, activities, reporting, and customer account management
Preferred: Familiarity with GRR, NRR, ARR, churn, and subscription revenue reporting
Preferred: Experience supporting customers in the construction, building products, market intelligence, or construction technology industries
Preferred: Experience managing contract renewals, pricing discussions, and customer retention negotiations
Preferred: Experience developing customer success plans and facilitating executive business reviews
Preferred: Experience working in an international or multi-brand organization
Bachelor's degree in Business, Communications, Technology, or a related field, or equivalent professional experience (preferred)