Customer Success Manager

Customer Success Manager Remote | North America About Hubstaff Hubstaff helps organizations around the world optimize productivity and workforce operations. Trusted by 20,000+ businesses, our platform powers time tracking, team management, project insights, and payroll automation. We’ve been a remote-first company for over a decade — and we’re on a mission to help distributed teams work smarter, not harder. The Role 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. Your focus will span Onboarding, Adoption, Retention, Expansion, Renewal, Billing, and Escalations , ensuring every customer achieves measurable outcomes and lasting value from Hubstaff. This is a strategic and hands-on role: you’ll act as the trusted advisor to your customers, collaborating cross-functionally with Sales, Product, Marketing, and Support to deliver world-class experiences and sustainable growth. This role is ideal for someone who thrives on building strong relationships, solving complex problems with empathy, and driving impact through data and insight. You’ll report to Customer Success Team Lead, working with peers across the Americas and Europe in a highly collaborative, remote-first environment. What You’ll Do • 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. What You’ll Bring • 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