Customer Success Manager

At Growmodo, we help fast-growing companies by connecting them with global talent while supporting the careers of creative and tech professionals. We're driven by fostering growth, building strong relationships, taking ownership and a passion for delivering a “WOW” experience daily. **The Role**: **Working Hours**: Mondays - Fridays, 8am-5pm Eastern Standard Time 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 **Why Work With Us**: We’re a fast-moving global digital design and dev studio that helps brands grow smarter. Here, Customer Success is not just a function—it’s the engine for client loyalty, expansion, and sustainable growth. **We Offer**: - Remote work, async flexibility, and a globally distributed team - High-performance culture with zero micromanagement - Direct impact on retention and revenue - Ownership and performance-based growth opportunities **Hear From Our Team**: - "Being a Customer Relationship Manager at Growmodo has been an incredibly rewarding experience. I get to connect with agencies and marketing teams daily, helping them discover solutions that truly make a difference for their businesses. The role is dynamic and fast-paced, but what stands out is the culture of collaboration and innovation here. The team is supportive, and the tools and training provided empower me to excel. It's fulfilling to see the impact of our services and build strong relationships with clients who trust us as partners in their growth."_ - **Miguel M., Client Relationship Manager** - "It’s only been a few months since I joined Growmodo, but I’ve already learned so much. I’m surrounded by talented individuals who thrive in their fields, creating a culture of excellence and high standards every day. Growmodo has shown me the value of healthy collaboration and teamwork, inspiring me to become the best version of myself as a manager."_ - **Carmela D., Design Ops Manager** - "Working at Growmodo has been a transformative experience. I started as someone working behind the scenes, and now, I’m a full-fledged Project Manager, truly valued by my clients. One of the things I love most is the flexibility — I get to work at my own pace, from anywhere, and at any time, as long as I deliver high-quality results and manage client expectations effectively. Having been here for over three years, I’ve not only gained invalua