Customer Success Manager

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Traqq

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🤝 B2B

⚡ Productivity

☁️ SaaS

B2B • Productivity • SaaS

Traqq is a powerful timesheet app and time-tracking software designed for both remote and on-site teams worldwide. It enables businesses to accurately track employee work hours, monitor activities, and manage team performance effortlessly. Traqq provides advanced features such as automated timesheets, productivity analytics, attendance tracking, and customized reporting to help teams optimize efficiency and streamline operations. Its intuitive interface is suitable for enterprises, small businesses, agencies, and freelancers alike, making it a versatile tool for workforce management.

📋 Description

• Own client activation and onboarding — become a Hubstaff subject matter expert and guide new customers from deal close through successful adoption. Lead live onboarding sessions, follow-ups, and check-ins to ensure customers realize time-to-value quickly. • Manage ongoing customer relationships — conduct value-driven business reviews, track progress toward customer goals, and proactively drive retention and growth across your book of business. • Be directly responsible for Gross and Net Revenue Retention (GRR & NRR) across your book of business. Manage renewals and the associated process, expansion opportunities, and at-risk accounts, ensuring Hubstaff’s customers are retained and setup to grow with us. • Build and maintain strong, trust-based relationships with key decision-makers and daily users, becoming their advocate and advisor. • 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, contributing to a continuously improving Customer Success practice. • Use data to drive action: monitor product adoption metrics, health and associated alerts, feature usage, and engagement data to identify risk or opportunity, and implement targeted success plans. • Educate and enable customers through webinars, product walkthroughs, and resources that increase confidence, adoption, and satisfaction. • Collaborate cross-functionally with Product, Support, and Engineering teams to resolve issues quickly, advocate for customer feedback, and influence roadmap decisions. • Continuously experiment and iterate: test engagement approaches, refine playbooks, and share learnings to enhance customer outcomes and internal efficiency.

🎯 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 — you’re accountable for your customers’ results and take initiative to solve problems before they escalate. • Exceptional relationship and communication skills, able to engage both executive and operational stakeholders with credibility and empathy. • 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, and energized by a high-growth, evolving environment.

🏖️ Benefits

• Fully remote role with flexible working hours • Meaningful work — you’ll help thousands of teams operate more effectively and sustainably every day • Supportive culture built on trust, autonomy, and balance • Private health insurance, paid time off, and local benefits (for employees) • Annual stipends for home office, wellness, or professional development • Clear career progression pathways, mentorship opportunities, and skill development programs • Global company retreats in unique destinations, connecting our remote team in person