Customer Solutions Architect

Smart Bug Media is one of the most respected names in the Hub Spot ecosystem — and we’ve earned it.

We didn’t get here by accident.

Smart Bug has built a reputation that most agencies only aspire to: Hub Spot 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 Smart Bug 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 Smart Bug 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 Smart Bug profitability for your clients
• Timely delivery of services
• Individual utilization rates that meet company goals
• Improved efficiency as a result of automated Smart Bug internal processes

Key Responsibilities

• 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 Smart Bug 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 Hub Spot 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 (Smart Bug is your client as well)
• Stay informed about the latest industry trends, market developments, competitive landscape, and Hub Spot’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, including 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 Hub Spot 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 Hub Spot for the purposes of recommending strategies
• Optimize client’s Service Hub instances as well as execute the strategy in Hub Spot
• 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, and additional strategic recommendations based on a strong understanding of performance data
• Delivery Process
• Work with the internal Smart Bug team to ensure quality work is delivered to clients
• Ensure you create and follow processes that result in differentiated client results
• Smart Bug Sales and Marketing Support
• Collaborate with the Smart Bug sales team to develop tailored strategies to prospects
• Assist Smart Bug sales reps in delivering recommendations during sales calls
• Participate in the company’s content, thought‑leadership, and organic social programs

Requirements

• 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 Hub Spot Service Hub and a deep understanding of the Hub Spot ecosystem.
• Expertise in customer success outside of the Hub Spot 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 Smart Bug 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.
• Hub Spot essential certifications, Hub Spot Rev Ops Certification.
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