Customer Executive

Senior Executive - Customer Success

Were 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. Its a relationship- and outcomes-driven role focused on ensuring customers succeed and grow over time.

Key Responsibilities

Customer Relationship Ownership

• Own day-to-day and long-term relationships with HubSpot customers
• Serve as the primary customer-facing contact post kick-off
• Build trust, predictability, and long-term engagement
• Manage a portfolio of 10–15 retainer-based customers

Churn Prevention & Account Health

• Monitor customer health, satisfaction, and early risk signals
• Own churn prevention and escalation management
• Track customer NPS and satisfaction metrics
• Step in early when delivery or expectation gaps emerge

Delivery Oversight (Non-Execution)

• Coordinate between customers and internal delivery teams
• Ensure scope, timelines, and expectations remain aligned
• Flag risks early and drive resolution
• Accountable for outcomes, not task or project execution
• Run recurring rituals (e.g. weekly sprint planning) to prioritise projects and tasks within the agreed scope and budget.
• Maintain timesheet visibility and basic resourcing awareness across your accounts — know whats burning, whats blocked, and whats coming.

Proposal & Estimate Governance

• Review and monitor estimates and proposals shared with customers
• Ensure proposals align with:
• customer expectations
• Delivery feasibility
• Commercial logic
• Collaborate with Sales to vet proposals before they go out
• Track and improve proposal-to-conversion ratios

Expansion & Upsell Enablement

• Identify expansion and upsell opportunities within existing customers
• Proactively introduce existing customers to OneMetrics broader service catalogue over time (e.g. CRM setup, tech integration, AI services) as you build understanding of whats available.
• Work closely with Sales to: Surface opportunities, Support positioning, Improve close rates

Decision-Making Expectations

• Make customer-facing decisions independently..
• Escalate risks before they become issues..
• Challenge unrealistic customer requests..
• Balance customer needs with delivery capacity..
• Represent the customers interests internally while protecting business outcomes.

Must-Haves

• 2–5 years of experience in a client-facing role (CSM, Customer Success, Account Management, or agency-side role), PMP certification.
• Strong understanding of agency delivery models and retainers
• Experience managing multiple long-term customer or client relationships
• Excellent communication, expectation-setting, and escalation skills

• Exposure to HubSpot, RevOps, or SaaS delivery environments
• Experience in white-labelled or customer-led models
• Commercial awareness around estimates, proposals, and margins