Customer Success Manager

🔥 1 hour ago

🏈 Alabama, Arizona, +24 more states – Remote

🏈 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

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Hubexo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏗️ Construction

☁️ SaaS

Construction • SaaS

Hubexo is a construction-focused software and data company that provides market insights, procurement (eTendering) marketplace, specification tools, product catalogues, and project information to connect buyers and suppliers in the construction ecosystem. Their offerings include market intelligence, product information for technical consultants/architects/contractors, specification software, and a project-information database to drive sales efficiency, streamline operations, and support sustainability/ESG decision-making. The company unifies multiple global brands and emphasizes improving environmental, social and governance data availability within construction to promote more sustainable building practices.

📋 Description

• 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

• 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)