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.The Customer Solutions Architect reports to the Sr. Director of Client Operations.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.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 clientsTimely delivery of servicesIndividual utilization rates that meet company goalsImproved efficiency as a result of automated SmartBug internal processesKey Responsibilities:Client SuccessDevelop and execute a customer success strategy for clients that meets their stated business goals—demonstrating ROI for your clients should be your North StarEnsure 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 referenceDeliver consistent, world-class quality across all customer success strategies and implementationsHave 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 effectiveStrategy Development and ExecutionExpert 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 HubGather and relay customer feedback to the client’s product development team to drive product improvementsMonitor customer satisfaction and implement retention strategiesIdentify 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 strategiesOptimize 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 baseReporting and AnalyticsRegularly assess and report on the impact of customer success efforts—remember, ROI is the North StarSupport monthly reports, quarterly business reviews (QBRs), and additional strategic recommendations based on a strong understanding of performance dataDelivery ProcessWork with the internal SmartBug team to ensure quality work is delivered to clientsEnsure you create and follow processes that result in differentiated client resultsSmartBug Sales and Marketing SupportCollaborate with the SmartBug sales team to develop tailored strategies to prospectsAssist SmartBug sales reps in delivering recommendations during sales callsParticipate in the company's content, thought-leadership, and organic social programsRequirements: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.
