Customer Success Manager

🕒 Outubro 28

🏈 Alabama, Arizona, +24 estados a mais – Remoto

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🦌 Connecticut – Remote 🐊 Florida – Remote 🌽 Illinois – Remote 🌪️ Kansas – Remote 🦞 Maine – Remote 🎰 Nevada – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote 🧀 Wisconsin – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 10%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Como pontuamos: tempo em aberto, republicações, vagas abertas vs tamanho do time, rapidez para fechar vagas, e se o salário está divulgado.Observação: é uma estimativa de dados públicos, não um julgamento da empresa. Vagas reais podem ter pontuação alta, então use como uma dica, não como um fato.

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Hubexo

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

🏗️ Construção

☁️ SaaS

Construction • SaaS

A Hubexo é uma empresa de software e dados focada em construção que fornece insights de mercado, um marketplace de compras (eTendering), ferramentas de especificação, catálogos de produtos e informações de projeto para conectar compradores e fornecedores no ecossistema da construção. Suas ofertas incluem inteligência de mercado, informações de produtos para consultores técnicos/arquitetos/empreiteiros, software de especificação e um banco de dados de informações de projetos para aumentar a eficiência de vendas, otimizar operações e apoiar a tomada de decisões em sustentabilidade/ESG. A empresa unifica várias marcas globais e enfatiza a melhoria da disponibilidade de dados ambientais, sociais e de governança dentro da construção para promover práticas de construção mais sustentáveis.

Descrição

• 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

🎯 Requisitos

• 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)

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