Customer Success Manager (CSM)

Job Description

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)