Customer Success Manager SMB
Customer Success Manager SMB
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Job Description
POSP244
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. HubSpots 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 performancebased 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 customers postsale 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 functionalityrelated questions from customers.
- Identify and develop new opportunities for expanding customers investment and usage in HubSpots platform and service offerings.
CrossCollaboration:
- 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 highquality work for customer growth and satisfaction.
Experience and qualifications:
- Passion for Customer Success and owning the postsale customer experience for 180 SMB customers. Prior experience with owning and maintaining a book of business in a quota or retentioncarrying role is a plus.
- Is obsessed with metrics and can quantify the impact of their daytoday 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:USD Annually
This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpots compensation philosophy.
The cash compensation above includes base salary ontarget commission for employees in eligible roles and annual bonus targets under HubSpots bonus plan for eligible roles. In addition to cash compensation some roles are eligible to participate in HubSpots 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 jobrelated reasons.
We know that benefits are also an important piece of your total compensation package. To learn more about whats included in total compensation check out some of the benefits and perks HubSpot offers to help employees grow better.
At HubSpot fair compensation practices isnt just about checking off the box for legal compliance. Its about living out our value of transparency with our employees candidates and community.
We know the confidence gapand imposter syndrome can get in the way of meeting spectacular candidates so please dont hesitate to apply wed 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 youre 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 inperson onboarding. If you join our broader Product team youll also attend other inperson 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 HubSpots Career Diversitypagehere.
India Applicants: link to HubSpot Indias 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. Were also building a company culture that empowers people to do their best work. If that sounds like something youd like to be part of wed 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 awardwinning 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 ourcareers 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. HubSpotsPrivacy Noticeexplains 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 HubSpots use of your personal information.
Required Experience:
Manager
Employment Type
Full Time
