Senior Executive - Customer Success
We’re hiring a Senior Executive - Customer Success to own customer outcomes post-deal close. This role sits between Sales and Delivery and is accountable for customer satisfaction, delivery predictability, churn prevention, and long-term account growth.This is not a support role and not a project manager. It’s a relationship- and outcomes-driven role focused on ensuring customers succeed and grow over time.
Key Responsibilities
Customer Relationship Ownership
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Own day-to-day and long-term relationships with HubSpot customers
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Serve as the primary customer-facing contact post kick-off
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Build trust, predictability, and long-term engagement
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Manage a portfolio of 10–15 retainer-based customers
Churn Prevention & Account Health
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Monitor customer health, satisfaction, and early risk signals
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Own churn prevention and escalation management
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Track customer NPS and satisfaction metrics
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Step in early when delivery or expectation gaps emerge
Delivery Oversight (Non-Execution)
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Coordinate between customers and internal delivery teams
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Ensure scope, timelines, and expectations remain aligned
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Flag risks early and drive resolution
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Accountable for outcomes, not task or project execution
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Run recurring rituals (e.g. weekly sprint planning) to prioritise projects and tasks within the agreed scope and budget.
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Maintain timesheet visibility and basic resourcing awareness across your accounts — know what's burning, what's blocked, and what's coming.
Proposal & Estimate Governance
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Review and monitor estimates and proposals shared with customers
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Ensure proposals align with:
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customer expectations
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Delivery feasibility
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Commercial logic
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Collaborate with Sales to vet proposals before they go out
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Track and improve proposal-to-conversion ratios
Expansion & Upsell Enablement
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Identify expansion and upsell opportunities within existing customers
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Proactively introduce existing customers to OneMetric's broader service catalogue over time (e.g. CRM setup, tech integration, AI services) as you build understanding of what's available.
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Work closely with Sales to: Surface opportunities, Support positioning, Improve close rates
Decision-Making Expectations
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Make customer-facing decisions independently..
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Escalate risks before they become issues..
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Challenge unrealistic customer requests..
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Balance customer needs with delivery capacity..
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Represent the customer's interests internally while protecting business outcomes.
What We’re Looking For
Must-Haves
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2–5 years of experience in a client-facing role (CSM, Customer Success, Account Management, or agency-side role), PMP certification.
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Strong understanding of agency delivery models and retainers
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Experience managing multiple long-term customer or client relationships
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Excellent communication, expectation-setting, and escalation skills
Nice-to-Haves
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Exposure to HubSpot, RevOps, or SaaS delivery environments
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Experience in white-labelled or customer-led models
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Commercial awareness around estimates, proposals, and margins
