Customer Success Manager

Summary

Join HubSpot's Customer Success team as a Customer Success Manager, SMB, and help millions of organizations grow better. You will drive exceptional experiences and sustained value for HubSpot customers by building trust and consulting on the HubSpot software. This role involves managing a book of business, engaging with customers daily to maximize their investment, and collaborating with internal teams. You will be responsible for customer health, risk mitigation, and identifying growth opportunities. Career growth is supported through skill development and a performance-based progression path. The ideal candidate possesses a passion for customer success, strong communication skills, and a data-driven approach.

Requirements

• Passion for Customer Success, and owning the post-sale customer experience for ~180 SMB customers. Prior experience with owning and maintaining a book of business in a quota or retention-carrying role is a plus
• Is obsessed with metrics, and can quantify the impact of their day-to-day to business outcomes
• Excellent written and verbal communication skills, able to speak to customers about their health and product utilization over the phone on a daily basis
• Demonstrated desire to learn about technology solutions, and adapt to a rapidly changing customer segment. Knowledge of the HubSpot platform is a plus
• Embraces challenges, displays perseverance, and has a track record of hitting ambitious performance targets

Responsibilities

• Quickly grasp the core metrics and expectations of the role and execute against those metrics and leading indicators
• Own and be held accountable for the customer’s post-sale experience
• Formalize your book of business management, creating action plans for risky customers while simultaneously identifying and realizing growth opportunities
• Engage multiple customers via phone calls – scheduled and ad hoc – daily to ensure they are maximizing the value from their investment in HubSpot
• Monitor customer health and create risk mitigation plans where appropriate
• Route the correct internal resources to address product- or functionality-related questions from customers
• Identify and develop new opportunities for expanding customer’s investment and usage in HubSpot’s platform and service offerings
• Establish relationships with key customer stakeholders – decision makers and various points of contact – across multiple teams
• Collaborate with other HubSpot teams internally, and with leadership, to promote adoption and secure customer renewals
• Develop and share best practices with team members to promote a culture of continuous improvement, and high-quality work for customer growth and satisfaction

Benefits

• Cash compensation range: 72000-108000 USD Annually
• The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles
• In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs)
• Some roles may also be eligible for overtime pay