Customer Success Manager

We provide cutting-edge data, insights, and software solutions to the global construction industry. We specialise in project information, eTendering, product information, market intelligence, and specification. We help the world build better by delivering unrivalled insights and technology that shape places where people live, work and play.

The Customer Success Manager (CSM) is responsible for managing a portfolio of customer accounts and driving long-term customer value through onboarding, adoption, retention, and growth. This role plays a critical part in ensuring customers achieve their desired outcomes while aligning with company goals around Gross Revenue Retention (GRR) and expansion.

The CSM will act as the primary point of contact for customers, partnering cross-functionally with Sales, Product, Finance, and Customer Care to deliver a seamless customer experience.

Candidates must reside in one of the listed US States: AL, AR, AZ, CA, CO, CT, FL, GA, IL, IN, KS, MD, ME, MI, MN, NC, NJ, NY, NM, NV, OH, OR, PA, SC, TN, TX, UT, VA, WI 

Key Responsibilities:

Customer Lifecycle Management

• Own and manage a portfolio of customer accounts across the full lifecycle: onboarding, activation, adoption, renewal, and expansion
• Ensure successful onboarding by guiding customers through implementation and early value realization
• Proactively monitor customer health and engagement to identify risks and opportunities

Retention & Growth

• Drive renewal strategy and execution to meet or exceed GRR targets
• Identify and support expansion opportunities in partnership with Sales
• Maintain accurate renewal dates, contract details, and account data within the CRM

Customer Engagement

• Build strong relationships with key stakeholders and decision-makers
• Conduct regular check-ins and Quarterly Business Reviews (QBRs) aligned to customer goals
• Act as a trusted advisor by aligning product capabilities with customer business needs

Operational Excellence

• Maintain high standards of CRM data integrity, including accurate tracking of activities, renewals, and account status
• Leverage reporting and insights (ARR, churn, engagement metrics) to inform account strategy
• Collaborate with internal teams to resolve customer issues and improve processes

Cross-Functional Collaboration

• Partner with Customer Care to ensure timely resolution of support and technical requests
• Work with Product to provide feedback and advocate for customer needs
• Align with Finance and RevOps on billing, contract terms, and renewal processes

Skills & Experience:

Core Competencies

• Strong customer relationship management skills with the ability to build trust and drive long-term partnerships
• Proven ability to manage a portfolio of accounts and own the full customer lifecycle
• Results-driven mindset focused on retention (GRR), growth (NRR), and customer outcomes
• Excellent communication skills with the ability to simplify complex concepts
• Strong problem-solving skills with a proactive, solution-oriented approach

Technical & Operational Skills

• Experience working within CRM systems (preferably HubSpot)
• Ability to interpret data and reporting (ARR, churn, renewal rates) to guide decisions
• Familiarity with SaaS subscription models, renewals, and contract management
• Strong organizational and time management skills

Customer Engagement & Strategy

• Experience leading onboarding and activation efforts
• Ability to conduct QBRs and align product value to customer goals
• Skilled in identifying expansion opportunities and managing customer expectations
• Ability to navigate complex or escalated customer situations

Experience

• 3+ years in Customer Success, Account Management, or similar client-facing role
• Experience working with B2B customers, ideally in SaaS, data, or subscription-based environments
• Proven track record of meeting or exceeding retention and/or growth targets

Preferred

• Experience in construction data or related industries
• Experience working cross-functionally across Sales, Product, and Finance
• Exposure to onboarding program development or process improvement initiatives

Why This Role Matters

This role is central to ensuring our customers are successful, retained, and growing with us. The CSM team directly impacts customer satisfaction, revenue stability, and long-term business growth.

Why Hubexo We’re not here to coast - we’re here to challenge, grow, and build better. For our people and for our customers. That means we’ll expect a lot from you: ownership, precision, and a drive to lead by example. In return, you’ll get the space to dream big, take smart risks, and be seen, heard, and valued.