Customer Success Manager

Overview

HubSpot is looking for a Customer Success Manager who will lead with AI to deliver customer value, build long lasting relationships, and help customers unlock their full HubSpot potential.

Responsibilities

• Manage 150-180 customer relationships, ranging from new to long term clients.
• Work regularly with customers to understand their goals and align them with the resources needed to achieve those goals.
• Partner with cross functional HubSpot teams to solve for the customer, including onboarding, upsell/ cross sell, and renewals.
• Conduct 4-5 scheduled deep dive meetings per day to review progress, provide strategic and tactical recommendations, and update customers on new features.
• Respond to reactive customer requests, ranging from invoice queries to software "how to" questions, and provide timely resolutions.
• Promote growth of the install base by uncovering, scoping, and qualifying opportunities for additional HubSpot products and services.
• Identify technical roadblocks and recommend solution implementation, core integrations, or other support to overcome them.
• Support ongoing partner relationships to maximize acquisition, retention, and upsell rates.

Qualifications

• Fluency in written and spoken English.
• Minimum 2years of experience in a client facing or account management role.
• Strong business acumen with consultative, problem solving, and issue resolution skills.
• In depth knowledge of the media/digital landscape.
• Self starter and highly motivated, with proven examples of achieving results under demanding expectations.
• Excellent organization, quick learning, and ability to work well under pressure.
• Strong negotiation skills and comfort navigating financial conversations, including cancellations.
• Ability to build and maintain relationships, manage expectations, and identify issues that require escalation.
• Knowledge of Loop Marketing, AEO, and LLM or the aptitude to learn these quickly and independently.