Customer Solutions Architect

SmartBug Media is one of the most respected names in the HubSpot ecosystem — and we've earned it.

We didn't get here by accident. SmartBug has built a reputation that most agencies only aspire to: HubSpot North American Partner of the Year, a fully remote team of specialists who punch well above their weight, and a client base that doesn't just hire us — they stay with us. That last part is the one we're most proud of.

Remote by design and strategic by nature, we've never believed that great work requires a corner office or a campus cafeteria. What it requires is the right people, deeply aligned on outcomes, working with clients who trust them to deliver. That's the culture we've built — one where expertise travels, relationships run deep, and the work speaks for itself.

We're obsessed with client outcomes. Not vanity metrics. Not feel-good reports. Real, measurable growth that makes our clients look like heroes inside their own organizations. When SmartBug is in your corner, your team wins — and that's exactly why our clients keep coming back.

As a Customer Solutions Architect, you will be measured on delivering the following:

● Client satisfaction (results, retention, awards, reviews, referenceable clients)
● Customer growth and SmartBug profitability for your clients
● Timely delivery of services
● Individual utilization rates that meet company goals
● Improved efficiency as a result of automated SmartBug internal processes

Key Responsibilities:

● Client Success
○ Develop and execute a customer success strategy for clients that meets their stated business goals—demonstrating ROI for your clients should be your North Star
○ Ensure your clients see SmartBug as an indispensable partner in their growth, and that each receives a 5-star customer experience as measured by being the highest-rated partner on the HubSpot partner directory—your clients should be happy to be a reference
○ Deliver consistent, world-class quality across all customer success strategies and implementations
○ Have a strong understanding of strategic opportunities to expand retainer scope and present ideas to Marketing and CRM teams as well as internal teams (SmartBug is your client as well)
○ Stay informed about the latest industry trends, market developments, competitive landscape, and HubSpot’s competitive position to ensure the clients’ customer success strategies remain cutting-edge and effective 
● Strategy Development and Execution
○ Expert understanding of customer success strategies and tactics, included but not limited to: establishing strong customer relationships, customer acquisition strategies, customer referral strategies, customer retention strategies, customer onboarding, customer loyalty, customer health metrics, customer feedback surveys, cross-sell and
upsell strategies, customer lifetime value, service and support processes and analytics; all features within HubSpot Service Hub 
○ Gather and relay customer feedback to the client’s product development team to drive product improvements
○ Monitor customer satisfaction and implement retention strategies
○ Identify satisfied customers who can serve as advocates for the client through case studies, testimonials, or referrals
○ Understanding of third-party tools and how they integrate with HubSpot for the purposes of recommending strategies
○ Optimize client’s Service Hub instances as well as execute the strategy
in HubSpot
○ Work with creatives to create and curate customer collateral, presentations, and other content pieces to support your clients’ customer base
● Reporting and Analytics
○ Regularly assess and report on the impact of customer success efforts—remember, ROI is the North Star
○ Support monthly reports, quarterly business reviews (QBRs), and additional strategic recommendations based on a strong understanding of performance data

● Delivery Process
○ Work with the internal SmartBug team to ensure quality work is delivered to clients
○ Ensure you create and follow processes that result in differentiated client results
● SmartBug Sales and Marketing Support
○ Collaborate with the SmartBug sales team to develop tailored strategies to prospects
○ Assist SmartBug sales reps in delivering recommendations during sales calls
○ Participate in the company's content, thought-leadership, and organic social programs

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.
● Experience working remotely in similar roles is strongly preferred.
● HubSpot essential certifications, HubSpot RevOps Certification.