Customer Success Strategist

SmartBug Media is the full service digital agency of choice for organizations looking to create resilient growth across the entire customer lifecycle. From marketing to sales, revenue operations to customer success, and e-commerce to integration, SmartBug combines sound strategies and technology with top talent to de-risk the future and set the course for continued success. As a fully remote team of over 300 professionals, we believe in delivering exceptional work without compromising work/life balance, no matter where you are. Recognized globally, we've made the Inc. 5000 list seven times, the Adweek 100 four years running, and won numerous Comparably awards for our culture and leadership. We're not just HubSpot's highest-rated partner worldwide but also a two-time HubSpot NA Partner of the Year and proud Elite Partner. Add to that our Master Elite partnership with Klaviyo and our proud partnerships with Shopify and Google.

**Only U.S.-based candidates will be considered as we are not currently hiring internationally**

Please note: As we are expecting more client accounts, we are slowly recruiting and would love to keep you in our talent pool for hiring needs in the near future. We are currently only reviewing resumes and screening applicants as we are NOT actively hiring for this role. If you'd like to be considered, we encourage you to apply!

Job Summary:

The Customer Success Strategist will report to the Director of Customer Success. By helping clients foster strong, trust-based relationships, you will aim to increase our clients’ customer satisfaction, loyalty, and retention, ultimately driving long-term business growth and success. In this role, you are responsible for ensuring that our clients’ customers achieve their desired customer success experience and outcomes. You will build the systems and processes required for your clients to identify and resolve customer concerns, monitor customer health metrics, launch feedback surveys, and optimize the overall customer experience. Beyond this, you will develop and execute cross-sell and upsell strategies for your clients. You will work closely with the SmartBug account strategist team and other cross-functional teams to ensure alignment with overall business objectives.

To succeed in this role, you must be an engaged professional with unwavering requirements for providing an incredible customer experience, including strong client communication and impactful client results.

As a Customer Success Strategist, you will be measured on delivering the following:

Client satisfaction (results, retention, awards, reviews, referenceable clients)

Customer growth and SmartBug profitability on your

clients

Setting and achieving SMART client goals

Timely delivery of services

Individual utilization rates that meet company goals

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 the account strategist
• Assist the Director of Specialty Strategy and the Director of Service Strategy to ensure new services represent the voice of the customer
• 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
• Work with account strategist team to develop value-based goals for our clients, with heavy emphasis on customer satisfaction and retention
• Expert understanding of customer success strategies and tactics, included but not limited to: establishing strong customer relationships, customer acquisition 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 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 referralsUnderstanding of third-party tools and how they integrate with HubSpot for the purposes of recommending strategies
• Work with SmartBug technologists to optimize client’s Service Hub instances as well as execute the strategy in HubSpotWork 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
• Provide 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 and quality




• 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.

WHAT WE OFFER - PERKS!

• Annual Salary between $70,000 - $90,000 DOE
• Health insurance with company contribution
• Paid maternity and paternity leave
• Paid vacation
• Paid time off
• Unlimited sick time
•  4-week paid sabbatical every 5 years of employment
• Monthly remote work allowance
• 401(k) with employer matching
• Flexible spending plan
• Company-funded short-term disability and life insurance
• Long-term disability
• Annual leadership conference, SmartBugaPalooza
• Training budget
• The flexibility of working remotely
• MacBook Air issued to you at time of hire