Customer Success Manager Mid Market - UKI

HubSpot is looking for a Customer Success Manager who is interested in leading with AI to deliver customer value, build long-lasting relationships, and help customers unlock their full HubSpot potential to achieve their 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 London Office as well as Remote and Flex in the UK.

In this Role you’ll get to:

• Manage 150 – 180 customer relationships. Some of your customers will be new while others may have been using HubSpot 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 HubSpot to ‘solve for the customer’ including onboarding, up-sell/x-sell, and renewals.
• Get to know HubSpot’s software incredibly well and help your customers fully adopt the platform.
• Engage in a mix of proactive and reactive work, with a lot of autonomy in managing your “book of business”.
• Conduct 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 features from HubSpot.
• Handle reactive work ranging 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 HubSpot products and services to ensure customer retention and growth.
• Understand technical roadblocks and make recommendations on solution implementation and core integrations using HubSpot to overcome them.

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:

• Fluency in written and spoken English.
• 2+ 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.
• Ability to build and maintain relationships, manage expectations, and identify issues that require escalation.
• Knowledge of Loop Marketing, AEO, and LLM or the aptitude to learn it quickly and independently.
• Support an ongoing partner relationship to maximise acquisition, retention, and up-sell rates.

At HubSpot, 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.

HubSpot is an equal opportunity employer. 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.