Customer Success Manager

We're hiring a Customer Success Manager (NAMER) to own the customer journey end to end, ensuring rapid activation, long-term adoption, retention, and expansion of Hubstaff across a portfolio of ~150 mid-market and Enterprise customers across North and South America.

Responsibilities

Own client activation and onboarding, becoming a Hubstaff subject matter expert and guiding new customers from deal close through successful adoption; Manage ongoing customer relationships, conducting value-driven business reviews and proactively driving retention and growth; Be directly responsible for Gross and Net Revenue Retention (GRR & NRR), managing renewals, expansion opportunities, and at-risk accounts; Build and maintain strong, trust-based relationships with key decision-makers and daily users; Deliver key account insights on customer health, renewal risk, and expansion opportunities to the Hubstaff leadership team; Develop scalable processes and playbooks that streamline onboarding and lifecycle management; Use data to monitor product adoption, health alerts, feature usage, and engagement to identify risk or opportunity and implement targeted success plans; Educate and enable customers through webinars, product walkthroughs, and resources; Collaborate cross-functionally with Product, Support, and Engineering teams to resolve issues and influence roadmap decisions; Continuously experiment and iterate on engagement approaches, playbooks, 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, accountable for customers' results and taking 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; Self-motivated, comfortable working autonomously in a distributed team, and energized by a high-growth, evolving environment

Nice to have

Familiarity with tools such as Vitally, HubSpot, Slack, and Stripe

Benefits

Fully remote role with flexible working hours; Meaningful work helping thousands of teams operate more effectively; 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; Quarterly performance bonus tied to customer retention and expansion goals