Customer Solutions Architect in Remote at SmartBug Operating LLC
Explore Related Opportunities
Job Description
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.
This hybrid role is responsible for driving client customer success strategies while
also streamlining internal processes to improve efficiency.
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. 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 work closely with the SmartBug
Resourcing and other internal teams to streamline processes and improve
efficiencies.
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.
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
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
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.
$75,000 - $95,000 a year