Customer Success Manager
New
H
HubstaffSaaS
Canada or USAFull-TimeManager
Salary100000 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- HubSpotSlack
Requirements
- 4+ years of experience in Customer Success within a PLG SaaS company
- Proven experience managing 100+ mid-market accounts, balancing proactive engagement with operational efficiency
- Strong ownership mentality
- Exceptional relationship and communication skills
- Comfortable working with data, dashboards, and customer metrics to inform decisions and drive performance
- Experience influencing renewal, retention, and expansion outcomes, ideally in a PLG or subscription-based SaaS model
- Familiarity with tools such as Vitally, HubSpot, Slack, and Stripe is a plus
- Self-motivated, comfortable working autonomously in a distributed team
Responsibilities
- Own client activation and onboarding – become a Hubstaff subject matter expert and guide new customers from deal close through successful adoption
- Manage ongoing customer relationships – conduct value-driven business reviews, track progress toward customer goals, and proactively drive retention and growth
- Be directly responsible for Gross and Net Revenue Retention (GRR & NRR) across your book of business, managing renewals, expansion opportunities, and at-risk accounts
- Build and maintain strong, trust-based relationships with key decision-makers and daily users
- Deliver key account insights: report on customer health, renewal risk, and expansion opportunities to the wider Hubstaff leadership team
- Develop scalable processes and playbooks that streamline onboarding and lifecycle management
- Use data to drive action: monitor product adoption metrics, health and associated alerts, feature usage, and engagement data to identify risk or opportunity
- Educate and enable customers through webinars, product walkthroughs, and resources
- Collaborate cross-functionally with Product, Support, and Engineering teams to resolve issues, advocate for customer feedback, and influence roadmap decisions
- Continuously experiment and iterate: test engagement approaches, refine playbooks, and share learnings
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