Customer Solutions Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Formulate and implement a customer success strategy tailored to clients that aligns with their defined business objectives—demonstrating ROI for your clients should be your guiding principle.

• Ensure that your clients view SmartBug as an essential ally in their growth, and guarantee that each receives a 5-star customer experience, as indicated by being the highest-rated partner on the HubSpot partner directory—your clients should be eager to serve as references.

• Provide consistent, world-class quality throughout all customer success strategies and implementations.

• Possess a robust understanding of strategic opportunities to broaden retainer scope and present ideas to Marketing and CRM teams, as well as internal teams.

• Stay updated on the latest industry trends, market changes, competitive landscape, and HubSpot’s position within the market to ensure that clients’ customer success strategies remain innovative and effective.

• Collect and communicate customer feedback to the client’s product development team to foster product enhancements.

• Monitor customer satisfaction levels and implement strategies for retention.

• Identify satisfied customers who can act as advocates for the client through case studies, testimonials, or referrals.

• Optimize clients’ Service Hub instances while executing the strategy within HubSpot.

• Collaborate with creatives to develop and curate customer collateral, presentations, and other content pieces to support your clients’ customer base.

⛳️ Requirements

• Bachelor’s degree in Marketing, Business Administration, Communications, or a related field.

• At least 5 years of experience in customer success strategy and execution.

• Proven experience with HubSpot Service Hub and a comprehensive understanding of the HubSpot ecosystem.

• Expertise in customer success outside the HubSpot software ecosystem, including experience with additional service and ticketing systems like Zendesk.

• Experience in establishing and achieving annual and quarterly goals for clients.

• Demonstrated ability to foster and maintain a positive and productive team environment without compromising client objectives and adhering to SmartBug values.

• Strong interpersonal skills.

• Proven ability to ensure high client satisfaction and retention while achieving sales and ROI goals.

• Exceptional communication and presentation abilities.

• High level of organization, attention to detail, and capacity to manage multiple priorities.

• Strong problem-solving skills and the capability to navigate complex challenges.

• High level of integrity, work ethic, and professionalism.

• Passion for client success and a dedication to delivering outstanding results.

• Experience in remote work in similar roles is highly preferred.

• HubSpot essential certifications, including HubSpot RevOps Certification.

🏝️ Benefits

• Opportunity to work with a diverse portfolio of clients.

• Access to ongoing professional development and training.

• Flexible working arrangements and a supportive remote work culture.

• Competitive salary and performance-based incentives.

• Comprehensive health and wellness benefits.