Customer Success Manager

About the role

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.

Key Responsibilities

• Execution – Deliver Speed to Value
• Own the customer relationship and journey from post-deployment onboarding through full platform adoption, ensuring customers meet their business outcomes and goals through their use of HubSync.
• Build strong, trusted relationships with key stakeholders at customer firms from project team leaders to executive sponsors.
• Act as a strategic advisor to drive adoption, satisfaction, and customer ROI through best practices and thought leadership engagement.
• Manage escalations and resolve customer issues using closed-loop feedback processes and close coordination with Support.
• Maintain and refine best-in-class tools, processes, and playbooks for scalable customer success.
• Customer Engagement
• 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 and Quarterly Business Reviews (QBRs) 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 and collaborate closely with the Account Managers (Sales) to support the upsell and cross-sell motion.
• Collaborate with product teams to identify gaps and help facilitate new solution discovery sessions via customer input.
• Maintain stakeholder maps and expand key relationships across customer accounts.

Experience & Qualifications

• 5+ years of experience in an Enterprise SaaS Customer Success role
• Proven track record of managing multiple high-value enterprise accounts and driving customer adoption and satisfaction.
• Strong client management and problem-solving skills; ability to manage complex customer situations and escalations, including change management and employee enablement.
• 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.

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.

Experience & Qualifications

• Bachelor’s degree (B.A., B.S.) or higher required.

Company Culture

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.