German Customer Success Manager

German Customer Success Manager at HubSpot

HubSpot is seeking a German Customer Success Manager for its DACH market. This role is ideal for individuals who are creative problem-solvers, excel at building long-term business relationships, and are passionate about helping customers leverage software to achieve their inbound goals. As a German Customer Success Manager, you will serve as a trusted inbound advisor, gaining an intimate understanding of each customer's business operations and growth needs. You'll encounter a diverse range of customers, from assisting a carpet manufacturer with SEO for 'stain resistant carpet' through blogging, to advising a software CMO on converting free trials into customers using marketing automation and the sales platform.

This position offers flexibility, with options for remote and hybrid work from HubSpot's offices in Germany or Ireland.

Your Responsibilities

• Manage a portfolio of over 150 customer relationships, ranging from new users to long-standing HubSpot clients.
• Engage regularly with customers to understand their objectives and connect them with the necessary resources for success.
• Collaborate with various HubSpot teams, including onboarding, up-sell/cross-sell, and renewals, to 'solve for the customer' and ensure full platform adoption.
• Handle a mix of proactive and reactive tasks, including 4-5 scheduled deep-dive meetings daily to review progress, provide strategic and tactical recommendations, and update customers on new HubSpot features.
• Address diverse reactive inquiries, from invoicing questions to software 'how-to' support.
• Drive growth within your install base by identifying and qualifying opportunities for customers to utilize more HubSpot products and services, ensuring retention and expansion.
• Diagnose technical challenges and recommend HubSpot-based solutions, including core integrations, to overcome them.

What You'll Bring

To thrive as a German Customer Success Manager, you should possess:

• Extensive experience in a client-facing or account management role.
• Fluency in both English and German.
• Strong business acumen with consultative, problem-solving, and issue resolution capabilities.
• Solid understanding of the media and digital landscape.
• A motivated, self-starting attitude, eager to learn, with proven examples of achieving results under demanding expectations.
• Exceptional organizational skills, a quick learning ability, and proficiency in working under pressure.
• Strong negotiation skills, comfort in financial discussions, and experience handling cancellations.
• The ability to easily build and maintain relationships, manage expectations, and identify issues requiring escalation.
• Knowledge of Inbound Marketing or a strong aptitude to learn it quickly and independently.
• Experience supporting ongoing partner relationships to maximize acquisition, retention, and up-sell rates.
• Openness to utilizing AI and integrating it into your daily work.

About HubSpot

HubSpot (NYSE: HUBS) is a leading AI-powered customer platform providing software, integrations, and resources that connect marketing, sales, and service. HubSpot's platform empowers businesses to accelerate growth by prioritizing their customers. The company fosters a culture of boldness, customer-centricity, and collaborative success, guided by commitments to Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. HubSpot is dedicated to creating an environment where employees can perform their best work, focusing on impactful results through clarity, ownership, and trust. Recognized globally for its award-winning culture, HubSpot is headquartered in Cambridge, MA, with a global presence.

Key skills/competency

• Customer Success Management
• Account Management
• German Language Fluency
• Client Relationship Management
• Inbound Marketing
• SaaS Sales
• Problem Solving
• Negotiation Skills
• Digital Landscape Knowledge
• Marketing Automation