Customer Success Manager - Formation, stage

Position Overview Hubexo North America is seeking a proactive, results-driven Customer Success Manager (CSM) to manage a portfolio of customer accounts and drive long-term customer value through onboarding, product adoption, engagement, retention, and growth. The CSM is responsible for developing strong customer relationships, ensuring customers realize measurable value from Hubexo's solutions, and proactively managing the customer lifecycle. This is a revenue-accountable role with direct responsibility for customer retention, renewal execution, and achieving Gross Revenue Retention (GRR) targets. The ideal candidate combines strong relationship management skills with commercial awareness, analytical capabilities, and a demonstrated ability to manage subscription renewals. The CSM will collaborate closely with Sales, Customer Care, Product, Finance, and Revenue Operations to deliver a consistent and successful customer experience. *This role is 100$ remote. Candidate must live in one of the following states to be considered for the role: Customer Portfolio Management & Retention 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. Proactive Customer Engagement & Relationship Management Establish regular, meaningful communication with customers to understand their goals, challenges, and evolving business needs. Conduct scheduled customer meetings, account reviews, and Quarterly Business Reviews (QBRs). Serve as a trusted advisor by aligning Hubexo solutions with customer objectives and demonstrating measurable value. Proactively engage customers well in advance of renewal dates to assess satisfaction, adoption, and future needs. Maintain consistent outreach through personalized emails, telephone calls, and customer meetings. Meet established customer engagement and activity KPIs, including defined expectations for calls, emails, meetings, and follow-up activities. Maintain professional, timely communication and ensure customer commitments are consistently fulfilled. Customer Onboarding, Adoption & Success Coordinate with Customer Care and internal teams to ensure a successful transition from Sales through onboarding and activation. Establish customer success goals and monitor progress toward achieving desired outcomes. Promote product adoption by identifying opportunities for additional education, training, and feature utilization. Monitor customer health, usage patterns, engagement, and satisfaction to identify opportunities for improvement. Partner with Customer Care and Support teams to ensure timely resolution of customer inquiries and technical issues. Identify and address barriers that may negatively impact customer adoption, satisfaction, or retention. Renewal & Revenue Management Manage the renewal lifecycle to ensure contracts are reviewed, customer engagement occurs proactively, and renewals are processed accurately and on time. Maintain accurate renewal dates, contract terms, subscription information, and account records. Support company pricing and renewal strategies while identifying and escalating potential renewal risks. Track and analyze key financial and retention metrics, including: Net Revenue Retention (NRR) Customer churn and downsell Account health and engagement Partner with Finance, Sales, and Revenue Operations to resolve contract, billing, and renewal discrepancies. Maintain accurate and timely renewal forecasts and account-level retention plans. CRM Management, Reporting & Accountability Maintain complete, accurate, and current customer information in HubSpot, including account ownership, contract details, renewal opportunities, activities, and customer interactions. Document customer communications, meetings, renewal discussions, risks, and follow-up commitments. Use CRM dashboards and reporting tools to monitor account health, renewal pipelines, customer engagement, and individual performance. Consistently achieve established performance expectations related to customer outreach, account management, retention, and renewal execution. Demonstrate strong organizational skills, time management, and accountability in managing a portfolio of customer accounts. Identify opportunities to improve processes, reporting accuracy, and customer lifecycle management. Cross-Functional Collaboration & Customer Advocacy Partner with Sales to ensure effective customer handoffs and identify opportunities for account expansion. Collaborate with Customer Care to coordinate onboarding, training, support, and issue resolution. Work with Product teams to communicate customer feedback, product challenges, and enhancement opportunities. Coordinate with Finance and Revenue Operations to maintain accurate billing, contract, and renewal information. Advocate for customer needs while balancing customer satisfaction with company policies and business objectives. Contribute to continuous improvement initiatives that strengthen customer experience, operational efficiency, and retention performance. 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. Experience using HubSpot CRM , including deal pipelines, activities, reporting, and customer account management. Experience supporting customers in the construction, building products, market intelligence, or construction technology industries. Experience managing contract renewals, pricing discussions, and customer retention negotiations. Experience developing customer success plans and facilitating executive business reviews. Experience working in an international or multi-brand organization. Bachelor's degree in Business, Communications, Technology, or a related field, or equivalent professional experience. Performance Expectations Success in this role will be measured through a combination of customer outcomes, revenue retention, and proactive account management. Key performance indicators include: Customer Retention: Achievement of assigned GRR and renewal performance targets. Timely processing of renewals and proactive management of upcoming renewal opportunities. Customer Engagement: Consistent achievement of established personalized outreach, call, and meeting expectations. Account Health: Identification and management of churn risks, customer adoption challenges, and retention opportunities. CRM Accuracy: Complete and timely documentation of customer interactions, account information, and renewal activities. Customer Experience: Responsiveness, relationship quality, customer satisfaction, and successful resolution of escalated concerns. Specific performance targets and activity expectations will be communicated by Customer Success leadership.