Customer Success Manager

Hubstaff is hiring a Customer Success Manager to manage the customer journey for mid-market and Enterprise accounts across the Americas. The role focuses on onboarding, adoption, retention, renewals, expansion, and escalations, while partnering with cross-functional teams to deliver customer outcomes and improve Customer Success processes.

Responsibilities:

• 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+ 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
• Self-motivated, comfortable working autonomously in a distributed team, and energized by a high-growth, evolving environment
• Familiarity with tools such as Vitally, HubSpot, Slack, and Stripe is a plus
• ideally in a PLG or subscription-based SaaS model