Customer Success Manager

Location: Remote - Quebec, Canada

Department: Account Management

About the Role

At HubSpot, we're transforming the way businesses grow with our all-in-one CRM platform powered by inbound marketing. As a Customer Success Manager in our Account Management team, you'll play a pivotal role in ensuring our customers—innovative mid-market and enterprise companies—realize their full potential with HubSpot. You'll be the trusted advisor who drives adoption, renewals, and expansions by crafting tailored success strategies that align with their revenue goals. In our high-growth culture, you'll thrive in a collaborative environment where transparency, empathy, and remarkable results are at the HEART of everything we do. Your day-to-day will involve diving deep into customer data to monitor health scores, usage trends, and ROI metrics across HubSpot's Marketing, Sales, and Service Hubs. You'll conduct impactful quarterly business reviews, host training sessions on inbound best practices, and partner with internal teams to unblock challenges. Proactively identifying upsell opportunities and mitigating churn risks will be key, all while fostering long-term partnerships that fuel mutual growth. This role demands a blend of strategic thinking, technical savvy with our CRM, and genuine passion for customer advocacy. Joining HubSpot means embracing our culture of continuous learning and innovation in a flexible, people-first workplace. You'll have the autonomy to make an impact while being supported by world-class tools, mentorship, and a global community obsessed with helping businesses grow better. If you're ready to help thousands of customers scale with inbound and CRM excellence, apply now and be part of our remarkable journey.

Key Responsibilities

• Serve as the primary point of contact for a portfolio of HubSpot customers, ensuring they achieve maximum value from the platform
• Develop and execute personalized success plans aligned with customers' inbound marketing and revenue goals
• Monitor customer health metrics, usage data, and KPIs to proactively identify risks and opportunities
• Drive product adoption, feature utilization, and upsell opportunities within assigned accounts
• Collaborate with HubSpot's sales, product, and support teams to resolve issues and deliver exceptional outcomes
• Conduct quarterly business reviews (QBRs) to showcase ROI and align on growth strategies
• Educate customers on HubSpot best practices for CRM optimization and inbound methodologies
• Advocate for customer needs internally to influence product roadmap and enhancements
• Foster a culture of customer obsession in line with HubSpot's HEART values (Humble, Empathetic, Adaptable, Remarkable, Transparent)
• Contribute to HubSpot's growth culture by mentoring junior team members and sharing success stories

Required Qualifications

• Bachelor's degree in Business, Marketing, or a related field
• 3+ years of experience in customer success, account management, or SaaS sales support
• Proven track record of driving customer retention and expansion in a CRM or inbound marketing environment
• Strong understanding of HubSpot's platform, including CRM, Marketing Hub, Sales Hub, and Service Hub
• Experience working with mid-market or enterprise customers in a high-growth SaaS company
• Excellent communication and relationship-building skills with C-suite executives
• Ability to analyze customer data and usage metrics to inform success strategies
• Willingness to travel up to 20% for customer meetings and events

Preferred Qualifications

• HubSpot certification (e.g., Customer Success or Inbound Marketing)
• Experience in the inbound marketing or revenue operations space
• Background in consulting or agency work with HubSpot customers
• Familiarity with competitive CRM platforms like Salesforce or Marketo
• Previous role at a high-growth tech company with a focus on customer advocacy

Required Skills

• HubSpot CRM proficiency
• Inbound marketing expertise
• Customer success methodologies
• Data analysis and reporting (e.g., Excel, Google Analytics)
• Relationship management
• Strategic account planning
• Cross-functional collaboration
• Presentation and storytelling skills
• Problem-solving and critical thinking
• Time management in a fast-paced environment
• Active listening and empathy
• Technical aptitude for SaaS platforms
• Negotiation and objection handling
• Growth mindset and adaptability
• Public speaking for QBRs and webinars

Benefits

• Competitive base salary plus uncapped performance bonuses and equity
• Comprehensive health, dental, and vision insurance with 100% premium coverage for employees
• Unlimited PTO and flexible work-from-anywhere policy
• Professional development stipend for certifications, conferences, and learning (including HubSpot Academy)
• Home office setup allowance and cutting-edge tech equipment
• Parental leave (16 weeks fully paid) and family-forming benefits
• HubSpot swag, events, and a vibrant culture with team offsites
• 401(k) matching and employee stock purchase program
• Wellness programs including mental health support and gym memberships

HubSpot is an equal opportunity employer.