Customer Success Manager
New
H
HubstaffSaaS productivity software
Location: United States; Workplace: RemoteFull-TimeManager
SalaryThe base salary for this role is $80,000–$100,000 annually, plus the opportunity to earn additional compensation through a quarterly performance bonus.
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Job Details
- Experience
- 4+ years of experience in Customer Success within a PLG SaaS company.
- Required Skills
- Customer SuccessHubSpotAccount Management
Requirements
- Have 4+ years of Customer Success experience within a PLG SaaS company.
- Have proven experience managing 100+ accounts.
- Balance proactive customer engagement with operational efficiency.
- Engage executive and operational stakeholders with credibility and empathy.
- Use data, dashboards, and customer metrics to inform decisions and drive performance.
- Have experience influencing renewal, retention, and expansion outcomes, ideally in a PLG or subscription-based SaaS model.
- Be comfortable working autonomously in a distributed team.
- Familiarity with Vitally, HubSpot, Slack, and Stripe is a plus.
Responsibilities
- Own client activation and onboarding, guiding new customers from deal close through adoption.
- Manage ongoing customer relationships, conduct business reviews, and track progress toward customer goals.
- Drive retention and growth across a portfolio of approximately 150 mid-market and Enterprise customers.
- Manage renewals, expansion opportunities, and at-risk accounts, with responsibility for GRR and NRR.
- Report customer health, renewal risk, and expansion opportunities to the wider leadership team.
- Develop scalable onboarding and lifecycle management processes and playbooks.
- Monitor adoption metrics, customer health alerts, feature usage, and engagement data to identify risks and opportunities.
- Educate customers through webinars, product walkthroughs, and resources.
- Collaborate with Product, Support, and Engineering to resolve issues, advocate for customer feedback, and influence roadmap decisions.
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