Customer Success Manager

Summary

Join HubSpot as a DACH Customer Success Manager and leverage your creativity to solve customer problems, build lasting relationships, and guide businesses toward inbound success using HubSpot software. You will serve as a trusted advisor, deeply understanding customer needs and aligning them with HubSpot's resources. Your responsibilities will involve managing 100-200 customer accounts, proactively engaging with customers to review progress and offer strategic recommendations, and reactively addressing customer inquiries. You will also promote HubSpot product growth within your customer base and provide technical solutions. This role offers flexibility, with options for office-based work in several European cities or remote work within specific countries. The ideal candidate possesses strong communication, problem-solving, and negotiation skills, along with experience in client-facing roles and knowledge of the digital landscape.

Requirements

• Fluency in written and spoken English and German
• 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

This role is open in our Dublin, Berlin, London, Paris, Madrid or Ghent office or remote from anywhere in Ireland, Germany, UK, France , Spain or Belgium