Nordics Customer Success Manager

Location: London, United Kingdom

Department: Account Management

About the Role

HubSpot, the world's leading CRM platform powering inbound marketing, sales, and customer service, is seeking a Nordics Customer Success Manager to join our dynamic Account Management team. In this role, you'll be the trusted advisor for our growing portfolio of customers in Sweden, Denmark, Norway, and Finland, helping them unlock the full potential of HubSpot's ecosystem to drive sustainable business growth. We're looking for a passionate, customer-obsessed professional who thrives in our high-growth culture of transparency, humility, and relentless innovation. You'll play a pivotal role in ensuring our customers achieve their goals through personalized success plans, proactive health checks, and strategic expansions, all while embodying HubSpot's HEART values (Humble, Empathetic, Adaptable, Remarkable, Transparent). Day-to-day, you'll conduct onboarding sessions, deliver impactful quarterly business reviews, and collaborate with cross-functional teams to resolve challenges and identify upsell opportunities. Leveraging your deep knowledge of HubSpot's CRM, Marketing Hub, Sales Hub, and Service Hub, you'll guide customers in implementing inbound methodologies that transform their go-to-market strategies. You'll monitor key metrics like adoption rates, NPS, and renewal health using HubSpot's powerful analytics, intervening early to prevent churn and foster long-term partnerships. Travel across the Nordics (up to 25%) will be essential for building face-to-face relationships at customer sites, events, and HubSpot community gatherings. This position is perfect for a results-oriented individual with SaaS experience who speaks the language of the Nordics market and is excited to contribute to HubSpot's mission of helping millions of people love their work. Based in Stockholm, Copenhagen, Oslo, or Helsinki, you'll enjoy our flexible, remote-friendly environment, unlimited PTO, and a team that's as invested in your growth as you are in theirs. If you're ready to make a remarkable impact in a company that's redefining customer success, apply today and join the HubSpot family!

Key Responsibilities

• Serve as the primary point of contact for a portfolio of Nordics-based HubSpot customers, ensuring their success and renewal
• Drive customer adoption and expansion of HubSpot's CRM, Marketing Hub, Sales Hub, and Service Hub products
• Conduct quarterly business reviews (QBRs) to align on goals, demonstrate ROI, and identify upsell opportunities
• Onboard new customers with tailored success plans leveraging inbound marketing methodologies
• Collaborate with HubSpot's sales, product, and support teams to resolve issues and optimize customer outcomes
• Monitor customer health metrics using HubSpot dashboards and proactively address churn risks
• Educate customers on HubSpot best practices, features, and integrations to maximize platform value
• Build and maintain strong relationships with C-level executives and key stakeholders in the Nordics
• Represent HubSpot at regional events, webinars, and customer meetups to foster community and growth
• Contribute to the development of localized content and strategies for the Nordics market
• Track and report on customer success KPIs, including Net Promoter Score (NPS), expansion revenue, and retention rates

Required Qualifications

• Bachelor's degree in Business, Marketing, Sales, or a related field
• 3+ years of experience in Customer Success, Account Management, or SaaS sales support roles
• Proven track record of managing and growing customer accounts in the Nordics region
• Fluency in English and at least one Nordic language (Swedish, Danish, Norwegian, or Finnish)
• Strong understanding of CRM systems, SaaS metrics, and customer lifecycle management
• Experience working with inbound marketing strategies and tools
• Ability to travel up to 25% within the Nordics region
• EU work authorization and ability to be based in Stockholm, Copenhagen, Oslo, or Helsinki

Preferred Qualifications

• HubSpot certification (e.g., HubSpot Sales or Service Software Certified)
• Previous experience in the tech/SaaS industry serving B2B customers
• Familiarity with the Nordics market dynamics and business culture
• Advanced degree or MBA
• Experience with analytics tools like Google Analytics or Mixpanel
• Background in consulting or agency work focused on digital transformation

Required Skills

• HubSpot CRM proficiency
• Inbound marketing expertise
• Customer relationship management
• SaaS metrics analysis (e.g., ARR, churn, expansion)
• Account planning and QBR facilitation
• Fluent communication in English and Nordic languages
• consultative selling and upselling
• Data-driven decision making
• Cross-functional collaboration
• Problem-solving and churn prevention
• Presentation and training delivery
• Cultural adaptability in Nordics markets
• Time management and prioritization
• Technical aptitude with integrations (e.g., Zapier, Google Workspace)
• Empathy and customer-centric mindset
• Growth hacking and experimentation

Benefits

• Unlimited PTO and flexible work-from-home policies
• Comprehensive health, dental, and vision insurance
• 401(k) matching and employee stock purchase plan
• HubSpot Academy certification stipends and ongoing learning opportunities
• Quarterly stipends for home office setup and wellness
• Generous parental leave and family planning benefits
• All-hands company retreats and team offsites (including Nordics-focused events)
• Volunteer time off and HEART (HubSpot's core value) recognition programs
• Discounted gym memberships and mental health support

HubSpot is an equal opportunity employer.