Customer Success Manager

Summary

Join HubSpot as a UK/I CORP Customer Success Manager and leverage your creativity to solve problems, build strong customer relationships, and guide businesses in utilizing HubSpot software to achieve their inbound marketing goals. As a trusted advisor, you will gain a deep understanding of your customers' businesses and their growth needs. You will work with diverse clients, from marketing managers at carpet manufacturers to CMOs of software companies, providing tailored solutions and leveraging HubSpot's platform to optimize their marketing and sales strategies. This role offers flexibility with options for working remotely or from various HubSpot offices in Europe. You will manage a portfolio of 100-200 customer accounts, fostering long-term relationships and ensuring customer satisfaction and growth.

Requirements

• Fluency in written and spoken English
• 2+ years of experience in a client-facing or account management role
• Business savvy with consultative, problem solving, and issue resolution skills
• Strong knowledge of the media/digital landscape
• Motivated self-starter who is hungry to learn and can provide strong examples of how they have achieved results while balancing demanding expectations
• Super organised, quick learner who works well under pressure
• Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations
• It’s easy for you to build and maintain relationships, manage expectations, and identify issues that require escalation
• Knowledge of Inbound Marketing or the aptitude to learn it quickly and independently are required

Responsibilities

• Manage 100 – 200 customer relationships. Some of your customers will be new while others may have been using HubSpot for several years
• Work with your customers on a regular basis to understand their goals and aligning them with the necessary resources to achieve them
• Partner with different teams at HubSpot to 'solve for the customer' including onboarding, up-sell/x-sell, and renewals. Along the way, you will get to know HubSpot’s software incredibly well and help your customers fully adopt the platform
• Your day-to-day is a mix of proactive and reactive work, and CSMs have a lot of autonomy in managing their “book of business”. The proactive work includes 4-5 scheduled deep-dive meetings per day with customers, where you review their progress, make strategic and tactical recommendations, and keep them up to date on the latest and greatest features from HubSpot
• The reactive work runs the gamut from questions about invoices to “how to” questions about the software
• Promote the growth of your install base by uncovering, scoping and qualifying opportunities where customers can use more Hubspot products and services to ensure customer retention and growth
• Understand technical roadblocks and make recommendations on solution implementation and core integrations using Hubspot to overcome them
• Support an on-going partner relationship to maximise acquisition, retention, and up-sell rates

Benefits

• At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers
• If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding
• If you join our broader Product team, you’ll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections
• If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process
• We are committed to supporting candidates who may need alternative arrangements