Customer Success Manager

Customer Success Manager Location :

• Franklin, TN | Type : Hybrid | 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 :

Customer Satisfaction :

Revenue Impact :

Operational Excellence :