Customer Success Manager
哈勃斯塔夫帮助全球组织优化生产力和员工运营。由20,000多家企业信任，我们的平台提供时间跟踪，团队管理，项目洞察力和薪酬自动化。我们已经是一个远程第一公司超过十年，并致力于帮助分布式团队更智能地工作，而不是更难。我们聘请一个客户成功经理 (NAMER) 来拥有客户旅程的角色，确保快速激活，长期采用，保留和扩大哈布斯塔夫在北美及南美洲150名中型市场和企业客户组合中。你的重点将跨越上线，采用，保留，扩张，更新，收费和升级，确保每个客户都能从 Hubstaff 获得可测量的结果和持久价值。这是一个战略性和实践性的角色：你将作为你的客户的可靠顾问，与销售，产品，营销和支持合作，以提供世界级体验和可持续增长。这个职位是适合那些在建立强大的关系，同情心解决复杂的问题，并通过数据和见解推动影响的人来理想的。你将报告给客户成功团队领导，在美洲和欧洲的高度协作，远程先环境中与同行合作。你将做什么 · 拥有客户激活和加入成为 Hubstaff 的主题专家并引导新客户从交易接近到成功采用。带领现场接入会话，跟踪和检查以确保客户快速实现时间至价值。· 管理持续的客户关系 进行基于价值的业务评审，追踪客户目标的进展，积极推动保留和增长。· 直接负责你的业务簿中总和净收入保留 (GRR&NRR).管理续订以及相关过程，扩张机会和风险账户，确保 Hubstaff 客户被留下并与我们一起成长。· 与关键决策者和日常用户建立和维护强大，基于信任的关系，成为他们的倡导者和顾问。·提供关键帐户见解：向更广泛的 Hubstaff 领导团队报告客户健康，更新风险和扩展机会。·开发可扩展的流程和播放书籍，以简化 Hubstaff 的领导力。
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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 customer metrics to inform decisions and drive performance.
- Experience influencing renewal, retention, and expansion outcomes, ideally in a PLG or subscription-based SaaS model.
- Familiarity with tools such as Vitally, HubSpot, Slack, and Stripe is a plus.
- Self-motivated, comfortable working autonomously in a distributed team, and energized by a high-growth, evolving environment.
Compensation & Bonus
The base salary for this role is $80,000–$100,000 annually, plus the opportunity to earn additional compensation through a quarterly performance bonus.
Our bonus plan rewards your impact on customer success, with incentives tied to customer retention and expansion goals.
Why You’ll Love Working at Hubstaff
- Fully remote role with flexible working hours
- Meaningful work — you’ll help thousands of teams operate more effectively and sustainably every day
- 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, connecting our remote team in person
Inclusion at Hubstaff
We welcome and celebrate diverse backgrounds, perspectives, and experiences. Everyone deserves to feel valued and supported — and we’re committed to creating an inclusive environment for all.