Customer Success Manager - Scaled Accounts

Overview

Job Description

Responsibilities

• - Drive expansion revenue through Pro plan adoption and email list growth strategies
• - Revenue retained through effective churn prevention and save motions
• - Conversion of creators from monthly to annual plans
• - Contribution to Net Revenue Retention (NRR) across pooled accounts
• - Design and test multiple scaled expansion plays (e.g. campaigns, in-product prompts, webinars, targeted outreach, education programs)
• - Own expansion performance for the pooled segment, tracking conversion and revenue impact
• - Partner with Marketing and CX to operationalize successful expansion motions
• - Clearly document learnings, playbooks, and best practices
• - Influence roadmap or messaging improvements based on creator feedback
• - Own proactive, scaled outreach for pooled creators to drive engagement, retention, and readiness for expansion

Required Skills

• - Strong hypothesis discipline, metric selection, and comfort interpreting results using funnel/cohort thinking
• - Ability to identify ''upgrade-ready'' cohorts using product/behavior signals
• - Proven ability to proactively nurture customer accounts to identify revenue expansion opportunities
• - Can design repeatable 1-to-many motions (education, campaigns, in-product prompts, light human touch)
• - Effective at developing relationships and driving action across various stakeholder personas and levels
• - Document playbooks, build lightweight systems, and turn one-off wins into repeatable programs
• - Use AI and automation to increase speed and throughput while maintaining brand voice, accuracy, and appropriate human review
• - Experience using HubSpot’s CRM and customer success features to operationalize segmentation, lifecycle tracking, reporting, and scaled customer motions

Benefits

• - Profit Sharing
• - Kit equity
• - 401k with a 5% match
• - We cover up to $2,100 per month toward medical premiums, with dental and vision premiums fully covered
• - $2,000 equipment allowance for your first two years, $1,000 budget every following two years
• - Individual learning + development budget ($3,500/year)
• - Gender affirming benefits
• - Childcare benefit up to $3,000 annually
• - Twenty (20) days of paid time off during each year of employment
• - Paid paid vacation: An after-tax bonus of $1,000 for taking five consecutive days of vacation where you’re fully unplugged from work
• - Ten (10) paid holidays a year
• - Two weeks of paid sick time each year, including mental health + well being days
• - Twelve (12) weeks paid parental leave and flexible scheduling in your child’s first year
• - Up to six weeks of paid bereavement leave, medical leave, and disaster after six months of employment, two weeks of each paid leave in your first six months
• - Winter Break Closure: Kit closes for a week at the end of December
• - Four-week, paid sabbatical after five years with the team
• - Fantastic in-person or virtual retreats with the team twice a year