Customer Success Manager - Remote

Overview

We are looking for a Customer Success Manager (CSM) to join our growing team. This is a strategic, customer-first role designed to drive long-term success, retention, and expansion within our customer base.

In Short

• Own the customer relationship post-deployment, ensuring long-term success and retention.
• Develop strategic account plans to segment and prioritise customers based on growth potential.
• Conduct regular check-ins with customers, tracking adoption, usage, and engagement.
• Encourage adoption of HubSpot best practices, certifications, and product features to drive value.
• Identify and qualify expansion opportunities, passing net-new projects to the AE team.
• Directly sell CS-led products, including MRR upsells, adoption packages, and training services.
• Manage contract renewals and proactively mitigate churn risk.
• Own commercial conversations around pricing adjustments, contract extensions, and upgrades.
• Operate with autonomy while maintaining a structured approach to managing your book of business.
• Leverage data and insights to ensure customers are tracking towards their business objectives.

Requirements

• Proven experience in customer success or account management.
• Strong understanding of HubSpot or similar CRM platforms.
• Excellent communication and interpersonal skills.
• Ability to analyze data and derive actionable insights.
• Commercial mindset with a focus on customer satisfaction and retention.
• Experience in developing strategic account plans.
• Ability to work autonomously and manage multiple accounts.
• Strong problem-solving skills and a proactive approach.
• Experience in conducting customer training and workshops.
• Ability to work collaboratively with sales teams.

Benefits

• Competitive salary and performance-based bonuses.
• Flexible working hours and remote work options.
• Professional development opportunities.
• Health and wellness benefits.
• Collaborative and supportive team environment.
• Access to HubSpot certifications and training.
• Opportunities for career advancement.
• Work with a diverse and inclusive team.
• Employee recognition programs.
• Work-life balance initiatives.