UK/I Mid-Market Customer Success Manager

HubSpot, Inc.; Camden Town; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

A leading software company is seeking a Customer Success Manager to manage relationships with up to 200 customers in the UK. The ideal candidate will have a strong background in account management, exceptional problem-solving skills, and the ability to foster relationships. They will work closely with clients to align their goals with HubSpot's software solutions, providing both proactive and reactive support to ensure customer success. This role offers flexibility to work from home or the office.

Benefits

Flexible working arrangement

Team building events

Professional development opportunities

Qualifications

• Extensive experience in a client-facing or account management role.
• Super organized and able to work well under pressure.
• Curious and comfortable adapting to new technologies.

Responsibilities

• Manage 100-200 customer relationships, understanding their goals.
• Schedule 4-5 deep-dive meetings with customers daily.
• Partner with teams to solve for the customer.

Skills

Fluency in written and spoken English

Client-facing or account management experience

Consultative problem solving

Knowledge of media/digital landscape

Strong negotiation skills

Relationship building

Job description

HubSpot is looking for a UK/I Customer Success Manager - Mid Market 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.

Responsibilities

• Manage 100 - 200 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 align 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. Along the way, you will get to know HubSpot'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 HubSpot. 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 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.

Qualifications

• Fluency in written and spoken English.
• Extensive 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 are required.
• Support an on‑going partner relationship to maximise acquisition, retention, and up‑sell rates.
• Curious and comfortable adapting to new technologies, utilizing and staying up to date with AI.

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. If you are joining our Engineering team, you will be required to attend a regional HubSpot 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.