Customer Success Manager

Location: Franklin, TN | Type: Hybrid | Department: Customer SuccessReports To: Director of Customer SuccessAbout HubSyncHubSync 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 RoleAs 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 ResponsibilitiesExecution – Deliver Speed to ValueOwn the customer journey from onboarding through full platform adoption, ensuring on-time and on-budget deliveryBuild strong, trusted relationships with key stakeholders at customer firmsAct as a strategic advisor to drive adoption, satisfaction, and customer ROIManage escalations and resolve customer issues using closed-loop feedback processesMaintain and refine best-in-class tools, processes, and playbooks for scalable customer successCustomer Engagement & Team LeadershipServe as the internal champion for your customers, coordinating cross-functional teams (e.g., Sales, Product, Support) to align with customer goalsLead regular touchpoints and executive check-ins to track progress and keep customers aligned and engagedIdentify and proactively mitigate risks to ensure a smooth and successful customer experienceGrowth – Drive Strategic ExpansionUnderstand customer goals, pain points, and platform usage to surface relevant solutions and expansion opportunitiesSupport account growth through upsell, cross-sell, and increased share of walletCollaborate with product teams to identify gaps and co-develop new solutions based on customer feedbackMaintain stakeholder maps and expand key relationships across customer accountsReporting & MetricsDevelop and maintain 30/60/90-day customer success plans tied to measurable outcomesTrack and report on health scores, adoption metrics, renewal forecasting, and customer satisfaction (CSAT/NPS)Drive continuous improvement through data insights and customer feedbackSuccess MetricsCustomer Outcomes: Adoption, ROI, time to value, 100% renewal rateCustomer Satisfaction: Measured performance at best-in-class levelsRevenue Impact: Expansion opportunities, pipeline growth, and account-level winsOperational Excellence: Clear cadence of communication, internal alignment, and high-impact reportingExperience & Qualifications3+ years of experience in a Customer Success role, with 5+ years in a SaaS environmentProven track record of managing enterprise accounts and driving customer adoption and satisfactionStrong project management and problem-solving skills; ability to manage complex implementationsExperience using platforms such as Jira, Confluence, and HubSpot to manage projects and customer relationshipsFamiliarity with the software development lifecycle, product ownership, or product management is a plusAccounting industry experience strongly preferredExcellent communication, collaboration, and relationship-building skillsExperience in a high-growth or early-stage company environment preferredBachelor’s degree (B.A., B.S.) or higher requiredWhat You’ll BringPassion for delivering exceptional customer experiencesA proactive, resourceful, and ownership-driven mindsetAbility to balance strategic thinking with hands-on execution