Customer Success Manager - SMB

UK/I Customer Success Manager - SMB Account Management Remote - United Kingdom

POS-31776

Hub Spot is looking for a UK/I Customer Success Manager who is interested in using creativity to solve problems, build long‑term relationships with businesses, and help their customers use software to achieve their inbound goals. Customer Success Managers are the trusted inbound advisors for each of their customers. They have an intimate understanding of how their businesses work and what the businesses need to grow and thrive.

In working with your customers, you will find that no two of them are the same. In the morning, you could be working with the Marketing Manager at a carpet manufacturer about how to rank for the keyword “stain resistant carpet” through more effective blogging. In the afternoon, you could be talking to the CMO of a software company about how to convert more of their free trials into customers through marketing automation and the sales platform.

This role is open in our Dublin and London office or remote from anywhere in Ireland or UK.

• Manage 100 – 200 customer relationships. Some of your customers will be new while others may have been using Hub Spot for several years.
• Work with your customers on a regular basis to understand their goals and align them with the necessary resources to achieve them.
• Partner with different teams at Hub Spot to ‘solve for the customer’ including onboarding, up‑sell/x‑sell, and renewals. Along the way, you will get to know Hub Spot’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 Hub Spot. 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 Hub Spot products and services to ensure customer retention and growth.
• Understand technical roadblocks and make recommendations on solution implementation and core integrations using Hub Spot to overcome them.

If you’re stimulated by problem solving – whether it’s a business or technical challenge – this is the role for you.

• 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 organized, quick learner who works well under pressure.
• Strong negotiation skills, comfortable navigating financial conversations, and dealing with cancellations.
• Easy at building and maintaining relationships, managing expectations, and identifying issues that require escalation.
• Knowledge of Inbound Marketing or the aptitude to learn it quickly and independently.
• Support an ongoing partner relationship to maximise acquisition, retention, and up‑sell rates.

Hub Spot, Inc. is an equal opportunity employer. As a federal contractor, we take affirmative action to ensure equal opportunity and all candidates are considered without regard to race, colour, religion, national origin, age, sex, sexual orientation, gender identity, marital status, ancestry, physical or mental disability, veteran status, or any other legally protected characteristics.

Massachusetts Applicants:
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Germany Applicants: (m/f/d) – link to Hub Spot's Career Diversity page here.

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