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.
As a CSM, your primary goal is to ensure our clients fully adopt and maximise the value of their HubSpot implementation and ongoing services. You’ll be the trusted advisor for a portfolio of 50-100 customers, guiding them post-deployment to ensure continued success while identifying areas for growth and expansion.
This is not a hunting role—instead, you are responsible for account health and customer satisfaction, with a commercial mindset to identify opportunities for growth. Your success will be measured equally on leading indicators (deal creation) and lagging indicators (closed revenue & renewals). You will work collaboratively with the AE who owns the account, ensuring a seamless transition from implementation to long-term success, while strategically identifying and qualifying expansion opportunities for the Account Executive.
Key Responsibilities
- 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 a Customer Success or Account Management role within SaaS
- Experience in CRM, MarTech, or B2B technology services is highly preferred
- Track record of driving account growth and securing renewals
- Consultative and strategic mindset, with the ability to challenge and advise customers
- Comfortable having commercial discussions on pricing, contracts, and renewals
- Highly organised and self-sufficient, with the ability to manage 50-100 accounts
- Excellent relationship-building and communication skills
- A growth-oriented, problem-solving mindset
Benefits
- Competitive base salary + 20% OTE (uncapped)
- Commission is split 50/50 between:
- Leading Indicators → Deal creation (qualified opportunities passed to AEs)
- Lagging Indicators → Closed revenue & renewed MRR
- Accelerators for over-performance
- Uncapped earning potential—top performers will exceed OTE
- Hybrid or fully remote working options (UK-based only)
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