**Overview** We’re looking for a Customer Success Manager who thrives on structure, data, and making customers _stay_. You'll manage a portfolio of 50+ low-touch accounts, ensuring high satisfaction and long-term retention through proactive engagement, metrics-based decision-making, and automated lifecycle journeys. You’ll work across SaaS-style and creative service accounts, using your fluency in subscription health metrics to reduce churn, increase NRR, and scale what works. **About You** You're a retention-first operator, not a reactive account manager. You... - Know that Customer Success isn’t support—it’s lifecycle design, proactive plays, and metrics that move - Can juggle 50+ accounts and still give each a consistent, quality experience - Live inside HubSpot and know how to build automation, workflows, and reports - Don’t just know what NRR and TTFV stand for—you use them to drive decisions - Think customer health scoring isn’t optional—it’s essential **What You’ll Own (Key Responsibilities)** - A portfolio of 50+ B2B clients across SaaS-style and creative service subscriptions - Execution of playbook-driven lifecycle journeys—from onboarding to retention and expansion - NRR, GRR, CSAT, and TTFV as your north star metrics - Internal alignment with project teams to ensure clients get what they need, when they need it - Proactive outreach to prevent churn and identify upsell/expansion opportunities - Accurate CRM hygiene, client notes, and renewal tracking inside HubSpot - Feedback loops: capturing what clients love (or don’t) and turning it into insights - Monthly health reports and account escalations—before they become fires **You Must Have** - 3+ years in Customer Success or Account Management (SaaS or creative/tech agency) - Proven experience managing 50+ low-touch accounts with high CSAT or NPS - Working knowledge of NRR, GRR, churn, and time-to-value metrics - Excellent spoken and written English communication - Day-to-day fluency in HubSpot (or similar), Slack, Notion, and Google Workspace - Ownership mindset, proactive attitude, and comfort working async and independently **This Role Is NOT for You If** - You treat all accounts the same without considering lifecycle stages - You rely on reactive check-ins instead of structured playbooks - You’re uncomfortable using CRM dashboards and reports - You’ve never heard of NRR, or think CS is just “relationship management” **Bonus Points If You** - Have exposure to design or web-development workflows (HTML/CSS basics) - Have run win-back or account expansion campaigns - Have helped build or refine customer health scoring models - Come from a fast-paced agency or subscription business **Job Types**: Full-time, Permanent