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.

● 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

● 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

● 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.