Customer Success Manager, Small Business

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HubSpot

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

🤝 B2B

☁️ SaaS

B2B • SaaS • Marketing

HubSpot is an AI-powered customer platform that combines marketing, sales, and customer service software into one integrated suite. With over 238,000 customers in 135 countries, HubSpot offers tools for marketing automation, sales management, customer service, content marketing, operations, and B2B commerce. With products like Marketing Hub, Sales Hub, Service Hub, and Content Hub, HubSpot enables businesses to generate leads, close deals, and provide excellent customer support, all while using AI to enhance operations and insights. The platform is designed to unify teams and customer data, supporting both small startups and large enterprises in their growth journey.

📋 Description

• Primary ownership and accountability for ensuring customer growth, delight, and retention for complex customers who require higher-touch service. • Build and foster relationships with key decision makers and stakeholders across multiple customer teams • Engage customers in strategy conversations, to derive maximum value from their investment in HubSpot • Define what success means for your customers and produce detailed plans outlining roadmap to achieve success and share in accountability of their success • Monitor customer health and create risk mitigation plans and Identify and develop new opportunities for expanding customer's usage of new products • Collaborate with other HubSpot teams, and executive leadership, to ensure adoption and successful customer renewals • Resolve customer inquiries by aligning customers with the right resources • Be accountable for the retention of your customers along with providing forecasting insights to our Contract Management team around upcoming renewals • Continuously improve your own skills by leveraging AI, data, and Success Excellence Metrics to consult at scale. • Embody HubSpot’s Culture Commitments by solving for the customer, being bold and learning fast, and aligning, adapting, and going forward together.

🎯 Requirements

• Experienced in owning, maintaining, and driving customer relationships in a quota or retention-carrying role. • Proven track record of consistently meeting and exceeding retention or revenue goals in a SaaS or Customer Success role. • Comfortable adopting new technologies quickly, with experience leveraging AI tools and predictive insights to scale your impact. • Excellent communicator - clear, confident, and empathetic across phone, written, and in-person settings. • Strong business acumen, with the ability to link HubSpot’s solutions to customer outcomes and ROI. • Highly organised, with a high attention to detail, proactive, and able to prioritise effectively across a diverse portfolio of customers. • Resilient, adaptable, and motivated to thrive in a fast-paced, AI-enabled environment.

🏖️ Benefits

• Hybrid work environment - You can choose to work from Home, Office or Flex! • Structured new hire training and onboarding • An education allowance up to USD$5,000 per annum • Flexible Time Off Policy + a week of rest! • Private health insurance allowance & annual fitness reimbursement • Opportunity to work with amazing colleagues who embody HubSpot’s HEART core values • Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks