Customer Success Manager

Book Strategy Call Customer Success Manager Franklin, TN Full Time Mid Level Share Job 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 to ensure long-term success, drive business outcomes, which results in happy and reference-able customers with strong renewals. You’ll collaborate with our PS organization during implementation and guide our clients to drive adoption, ensure business outcomes are met, identify opportunities for expansion and growth, 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, Professional Services, and Engineering to ensure our customers are successful and growing with HubSync. Key Responsibilities Execution – Deliver Speed to Value Own the customer relationship and journey from post-deployment onboarding through full platform adoption, ensuring customer 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. 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: Business Outcomes, Product Adoption, ROI, time to value, and GRR/NRR. 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 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. 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. We're 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. Apply for this job * Required fields First name* Last name* Email address* Location Phone number* Resume* Attach resume or Paste resume Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or paste resume Paste your resume here or attach resume file Do you have SAAS working knowledge?* -- No answer -- yes no Have you worked as a Customer Success Manager before? -- No answer -- yes no Do you have any tax technology or CPA knowledge? -- No answer -- yes no Are you currently authorized to work in the United States?** -- No answer -- Yes No Will you now or in the future require employer sponsorship for employment visa status (e.g., H-1B)?** -- No answer -- Yes No The following questions are entirely optional. To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more . Gender Decline to answer Female Male Race/Ethnicity Decline to answer Hispanic or Latino White, not Hispanic or Latino Black or African-American, not Hispanic or Latino Asian, not Hispanic or Latino Native Hawaiian or Other Pacific Islander, not Hispanic or Latino American Indian or Alaskan Native, not Hispanic or Latino Two or More Races, not Hispanic or Latino MENA (Middle Eastern and North African) Human Check * Solutions Engage & Gather Engagement Letter Wizard Tax Organizer & PBC My Signature Document Management Outlook Plug In Gateway Deliver & Last Mile Automation Batch Extension Tracking Tax Return Breakup & Delivery e-Sign e-File Prepare & Review Tax Workpapers Analyze Analytics Close Bill & Pay AI and Integrations Company About Who We Are Careers Brand Resources Podcasts, News & More Real Results Blog Contact Us Contact Info 615-237-1567 320 Liberty Pike, Suite 115 Franklin, TN 37064 Privacy Policy Terms of Use © 2026 HubSync Co