Customer Success Manager

Title: Customer Success Manager

, SMB

Location: Remote - USA

Job Description:

POS-P244

Customer Success Manager, SMB

 

If your idea of Customer Success is rooted in an intrinsic motivation to help others find solutions to their challenges, we should talk. HubSpot's mission is to help millions of organizations grow better. Our team aims to drive an exceptional experience and sustained value for HubSpot customers through building trust and consulting on the HubSpot software. The outcome is increased value, satisfaction, and renewal of the customer. 

 

Our Customer Success Managers possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer realize their value with HubSpot. Customer Success Managers have the opportunity to grow their careers through a focus on skill development and a performance-based role progression path.

 

Responsibilities:

 

Book of Business Management: 

 

• 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.

Customer Engagements: 

 

• 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.

Cross-Collaboration: 

 

• 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.

Experience and qualifications: 

 

• 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. 

• Cash compensation range: 72000-108000 USD Annually
  This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot's compensation philosophy.
  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. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
  We know that benefits are also an important piece of your total compensation package. To learn more about what's included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.
  At HubSpot, fair compensation practices isn't just about checking off the box for legal compliance. It's about living out our value of transparency with our employees, candidates, and community.  

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

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

Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

India Applicants: link to HubSpot India's equal opportunity policy here.

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers' needs at any stage of growth. We're also building a company culture that empowers people to do their best work. If that sounds like something you'd like to be part of, we'd love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022 and has been recognized for its award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees across the globe work remotely and in HubSpot offices. Visit our careers website to learn more about the culture and opportunities at HubSpot. 

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. HubSpot's Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpot's use of your personal information.