Customer Success Manager (CSM)

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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.

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.