Customer Success Manager - SMB

The Role

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 aligning 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.

• 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 is required.
• Support an on‑going partner relationship to maximise acquisition, retention, and up‑sell rates.

We know the confidence gap and impostor 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.

At Hub Spot, 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 Hub Spot 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…