Job Description
Customer Success Manager Location: Franklin, TN |
Type: Remote|
Department: Customer Success
Reports To: Director of Customer Success
About HubSync
HubSync is a fast-growing SaaS company transforming the accounting industry through a fully integrated platform that enhances productivity and delivers a seamless experience for accounting firms and their customers. We are on a mission to change the paradigm of customer engagement and value delivery—and we’re looking for passionate individuals who want to be part of this journey.
About the Role
As a
Customer Success Manager (CSM) , you are the primary point of contact for our customers—responsible for delivering an exceptional experience from onboarding through renewal. You’ll guide accounting firms through implementation, drive adoption, identify opportunities for expansion, and help customers realize the full value of HubSync.
The ideal candidate is a relationship builder, strategic thinker, and problem-solver who thrives in a dynamic, fast-paced environment. You’ll work cross-functionally with Sales, Product, Support, and Engineering to ensure our customers are successful and growing with HubSync.
Key Responsibilities
Execution – Deliver Speed to Value
- Own the customer journey from onboarding through full platform adoption, ensuring on-time and on-budget delivery.
- Build strong, trusted relationships with key stakeholders at customer firms.
- Act as a strategic advisor to drive adoption, satisfaction, and customer ROI.
- Manage escalations and resolve customer issues using closed-loop feedback processes.
- Maintain and refine best-in-class tools, processes, and playbooks for scalable customer success.
Customer Engagement & Team Leadership
- Serve as the internal champion for your customers, coordinating cross-functional teams (e.g., Sales, Product, Support) to align with customer goals.
- Lead regular touchpoints and executive check-ins to track progress and keep customers aligned and engaged.
- Identify and proactively mitigate risks to ensure a smooth and successful customer experience.
Growth – Drive Strategic Expansion
- Understand customer goals, pain points, and platform usage to surface relevant solutions and expansion opportunities.
- Support account growth through upsell, cross-sell, and increased share of wallet.
- Collaborate with product teams to identify gaps and co-develop new solutions based on customer feedback.
- Maintain stakeholder maps and expand key relationships across customer accounts.
Reporting & Metrics
- Develop and maintain 30/60/90-day customer success plans tied to measurable outcomes.
- Track and report on health scores, adoption metrics, renewal forecasting, and customer satisfaction (CSAT/NPS).
- Drive continuous improvement through data insights and customer feedback.
Success Metrics
- Customer Outcomes: Adoption, ROI, time to value, 100% renewal rate.
- Customer Satisfaction: Measured performance at best-in-class levels.
- Revenue Impact: Expansion opportunities, pipeline growth, and account-level wins.
- Operational Excellence: Clear cadence of communication, internal alignment, and high-impact reporting.
Experience & Qualifications
- 3+ years of experience in a Customer Success role, with 5+ years in a SaaS environment.
- Proven track record of managing enterprise accounts and driving customer adoption and satisfaction.
- Strong project management and problem-solving skills; ability to manage complex implementations.
- Experience using platforms such as Jira, Confluence, and HubSpot to manage projects and customer relationships.
- Familiarity with the software development lifecycle, product ownership, or product management is a plus.
- Accounting industry experience strongly preferred.
- Excellent communication, collaboration, and relationship-building skills.
- Experience in a high-growth or early-stage company environment preferred.
- Bachelor’s degree (B.A., B.S.) or higher required.
What You’ll Bring
- Passion for delivering exceptional customer experiences.
- A proactive, resourceful, and ownership-driven mindset.
- Ability to balance strategic thinking with hands-on execution.
Job Tags
Full time,