Strategic Overview
Customer Success Manager at Hubstaff is a sales-support opportunity centered on the specialist responsibilities and outcomes described in the employer's listing.
The published role emphasizes work such as 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.…
The role is listed for United States with remote working arrangement, giving candidates the practical context needed to assess fit before applying. Relevant signals in the listing include Customer Support & Success, Director.
Key information at a glance
About This Role
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.
Key Responsibilities & Objectives
- 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.
Required Qualifications & Candidate Blueprint
- 4+ years of experience in Customer Success within a PLG SaaS company.
- Familiarity with tools such as Vitally, HubSpot, Slack, and Stripe is a plus.
Preferred Qualifications
- 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
Salary & Benefits
Published compensation: USD 80,000 – 100,000 / yearly
- Deliver key account insights : report on customer health, renewal risk, and expansion opportunities to the wider Hubstaff leadership team.
- 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.
- Private health insurance, paid time off, and local benefits (for employees)
- Annual stipends for home office, wellness, or professional development
Salary Benchmark
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Benchmark uses active employer job postings in our database and excludes this listing. It is not a third-party salary estimate, and currencies are not converted.
Full Job Description
The following is the complete job description supplied by the source. We sanitize unsafe markup and remove external links, but do not shorten or rewrite the employer's source content.
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.
Editor’s Market Perspective (Our Custom Analysis)
Why This Position Matters
This sales-support opening is a useful opportunity for candidates whose experience matches Customer Support & Success, Director. Its strongest career signal is the scope of the work itself — particularly 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… — rather than a generic title alone.
Resume & Application Strategy
For the application, mirror the employer's language where it truthfully matches your background: foreground Customer Support & Success, Director, quantify outcomes from comparable work, and place the most relevant experience near the top of the resume. If the listing specifies tools, platforms, leadership scope, or domain experience, use those exact terms in context instead of presenting an unrelated keyword list.
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