UK/I Customer Success Manager

Job Description

The Role

HubSpot is looking for a UK/I Customer Success Manager or our Dublin office 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.

As a CSM, you will be responsible for managing 100 – 200 customer relationships. Some of your customers will be new while others may have been using HubSpot for several years. You will work with your customers on a regular basis to understand their goals and aligning them with the necessary resources to achieve them. You will partner with different teams at HubSpot to 'solve for the customer' including onboarding, up-sell/x-sell, and renewals. Along the way, you will get to know HubSpot’s software incredibly well and help your customers fully adopt the platform.

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.

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 HubSpot. The reactive work runs the gamut from questions about invoices to “how to” questions about the software.

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

To excel in this role you will need to have:

• Extensive experience in a client-facing/account management role
• Fluency in English
• 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 are required
• Support an on-going partner relationship to maximise acquisition, retention, and up-sell rates

Benefits

HubSpot as a company is committed to redefining how people live and work through its unique approach to company culture. Check out our Culture Code to learn more about our commitment to transparency and autonomy.

On top of our amazing culture that we’re very proud of, we’ve got some fantastic benefits:

• Generous remuneration
• Stock package
• An education allowance up to €4,000 per annum
• On-site Food
• Health Insurance
• Laptop
• Gym Benefits

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

#LH-DH1