Customer Solutions Architect

Smartbug Media/Point Sucess/Globalia

11d • $75,000 - $95,000 • Hybrid

About The Position

SmartBug Media is a highly respected name in the HubSpot ecosystem, known for its fully remote team of specialists and a client base that demonstrates strong loyalty. The company prides itself on a culture where expertise thrives, relationships are deep, and the work speaks for itself. SmartBug is obsessed with client outcomes, focusing on real, measurable growth that empowers clients. The Customer Solutions Architect role is a hybrid position reporting to the Sr. Director of Client Operations. This role is responsible for driving client customer success strategies and streamlining internal processes to improve efficiency. The primary goal is to increase client satisfaction, loyalty, and retention by fostering strong, trust-based relationships, ultimately driving long-term business growth. This involves building systems and processes for clients to identify and resolve concerns, monitor health metrics, launch feedback surveys, and optimize the customer experience. Additionally, the role requires collaboration with internal teams like Resourcing to enhance efficiency. Success in this role hinges on an engaged professional with a commitment to exceptional customer experience, strong client communication, and impactful client results.

Requirements

• Bachelor's degree in Marketing, Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer success strategy and execution.
• Proven experience with HubSpot Service Hub and a deep understanding of the HubSpot ecosystem.
• Expertise in customer success outside of the HubSpot software ecosystem, with experience with additional service and ticketing systems such as Zendesk.
• Experience in setting and achieving annual and quarterly goals for clients.
• Demonstrated ability to build and maintain a positive and productive team spirit without sacrificing client goals and adhering to SmartBug values.
• Strong interpersonal skills.
• Demonstrated ability to ensure high client satisfaction and retention and achieve sales and ROI goals.
• Exceptional communication and presentation skills.
• High level of organization, attention to detail, and the ability to manage multiple priorities.
• Strong problem-solving capabilities and the ability to navigate complex challenges.
• High level of integrity, work ethic, and professionalism.
• Passion for client success and a commitment to delivering outstanding results.
• HubSpot essential certifications, HubSpot RevOps Certification.

Nice To Haves

• Experience working remotely in similar roles is strongly preferred.

Responsibilities

• Develop and execute a customer success strategy for clients that meets their stated business goals, demonstrating ROI.
• Ensure clients view SmartBug as an indispensable partner and receive a 5-star customer experience, aiming to be the highest-rated partner on the HubSpot partner directory.
• Deliver consistent, world-class quality across all customer success strategies and implementations.
• Identify strategic opportunities to expand retainer scope and present ideas to Marketing, CRM, and internal teams.
• Stay informed about the latest industry trends, market developments, competitive landscape, and HubSpot's competitive position.
• Develop expert understanding of customer success strategies and tactics, including relationship building, acquisition, referral, retention, onboarding, loyalty, health metrics, feedback surveys, cross-sell/upsell, customer lifetime value, service/support processes, and analytics, with a focus on HubSpot Service Hub features.
• Gather and relay customer feedback to client product development teams to drive product improvements.
• Monitor customer satisfaction and implement retention strategies.
• Identify satisfied customers who can serve as advocates through case studies, testimonials, or referrals.
• Understand third-party tools and their integration with HubSpot to recommend strategies.
• Optimize client Service Hub instances and execute strategies within HubSpot.
• Collaborate with creatives to develop customer collateral, presentations, and content.
• Regularly assess and report on the impact of customer success efforts, focusing on ROI.
• Support monthly reports, quarterly business reviews (QBRs), and strategic recommendations based on performance data.
• Work with the internal SmartBug team to ensure quality work delivery to clients.
• Create and follow processes that result in differentiated client results.
• Collaborate with the SmartBug sales team to develop tailored strategies for prospects.
• Assist SmartBug sales reps in delivering recommendations during sales calls.
• Participate in the company's content, thought-leadership, and organic social programs.

Benefits

• 401k
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Disability Insurance
• Paid Holidays
• Unlimited PTO

What This Job Offers

• Job Type: Full-time
• Career Level: Senior