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

Fluency in written and spoken English
1+ 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
Support an on-going partner relationship to maximise acquisition, retention, and up-sell rates

Customer Success Manager – SMB

Key skills