Customer Success Manager

About HubSync

HubSync is a rapidly expanding SaaS company revolutionizing the accounting sector through its fully integrated platform, aimed at boosting productivity and offering a fluid experience to accounting firms and their clients. Our mission is to redefine customer engagement and value realization, and we seek dedicated individuals to join us on this path.

Role Overview

The Customer Success Manager is the key liaison for clients, responsible for ensuring an outstanding experience that fosters long-term satisfaction, drives desired business results, and secures strong renewals. This role involves working alongside the Professional Services team during implementation and steering clients toward full platform adoption, achievement of business goals, identification of growth prospects, and unlocking the complete value of HubSync.

Core Responsibilities

• Manage the customer journey starting from onboarding post-deployment through full utilization of the platform, ensuring alignment with client business objectives.
• Establish and nurture robust, trustworthy connections with various customer stakeholders, ranging from project leads to senior executives.
• Provide strategic guidance to promote adoption, customer satisfaction, and return on investment through sharing best practices and thought leadership.
• Handle customer escalations effectively, collaborating closely with Support teams to resolve issues employing closed-loop feedback mechanisms.
• Develop and continuously improve scalable customer success strategies, tools, and procedures.
• Act as the internal advocate for customers by coordinating with cross-functional teams such as Sales, Product, and Support to align efforts with customer needs.
• Conduct regular meetings, including executive check-ins and Quarterly Business Reviews, to monitor progress and maintain customer engagement.
• Proactively identify and address potential risks to guarantee a smooth customer experience.
• Analyze customer goals, challenges, and usage patterns to uncover expansion opportunities, working together with Account Managers to support upselling and cross-selling.
• Collaborate with product teams to recognize feature gaps and organize new solution discovery sessions informed by customer insights.
• Maintain detailed stakeholder maps to grow and deepen key relationships within customer organizations.
• Create and track 30/60/90-day customer success plans focused on achieving measurable outcomes.
• Monitor and report on customer health scores, adoption statistics, renewal forecasts, and satisfaction metrics such as CSAT and NPS.
• Drive ongoing enhancements through analysis of data and customer feedback.

Performance Indicators

• Successful business outcomes and product adoption leading to measurable ROI and reduced time to value.
• High levels of customer satisfaction maintained at industry-leading benchmarks.
• Revenue growth through expansion opportunities and pipeline development at account levels.
• Operational excellence demonstrated by consistent communication cadence, internal team alignment, and impactful reporting.

Experience and Education

• Minimum 5 years of experience in enterprise SaaS customer success roles.
• Demonstrated success managing multiple significant enterprise accounts while driving adoption and client satisfaction.
• Strong capabilities in client relationship management and complex problem resolution, including managing escalations, change management, and training staff.
• Proficiency with tools like Jira, Confluence, and HubSpot for project and customer relationship management.
• Understanding of software development life cycles, product ownership, or management is advantageous.
• Experience in the accounting sector is highly desirable.
• Exceptional communication, collaboration, and interpersonal skills.
• Experience within fast-scaling or early-stage companies is preferred.
• Bachelor's degree (BA or BS) or above required.

Attributes

• A strong commitment to delivering outstanding customer experiences.
• A proactive, resourceful nature with a sense of accountability.
• Ability to integrate strategic insight with practical execution.

Diversity and Inclusion

We are committed to equal employment opportunities regardless of race, color, religion, gender identity, sexual orientation, national origin, veteran status, or disability.