Coming up next –  Mary Poppen & Sandy Yu  Optimizing B2B SaaS Revenue: Mastering Upselling & Cross-Selling Strategies

HubSpot Customer Success Management using CRM

Customer Success using Hubspot CRM

Empower your team and drive retention with a complete view of the customer

Curious about a change that could boost your customer retention rates? Recent data reveal that 88% of customers are more likely to make repeat purchases when they experience great service​ (HubSpot Blog)​. HubSpot’s tools facilitate building long term relationships, which are crucial for sustained customer success.

HubSpot’s Smart CRM System—Proactively Managing Customer Success

Effective customer success management relies on a strong system that supports and enhances customer interactions. HubSpot’s customer success workspace integrates all customer data into one platform, streamlining the management of customer relationships and using every piece of data to enable you to improve satisfaction and retention​ (HubSpot)​.

HubSpot provides a full view of customer interactions, enabling customer success managers to not just react to issues but anticipate and address them proactively. Features like real-time data sync and customer health scores mean HubSpot’s CRM software actively drives your business forward by ensuring customer success is a given, not a guess​ (HubSpot)​.

For more detailed insights on customer success and the latest tools, HubSpot’s continuous updates and extensive resources are invaluable​ (HubSpot)​​ (​. Whether you’re leading a small team or managing a large corporation, leveraging these tools and practices can transform your customer relationships and business outcomes.

Customer Success vs. Customer Support

Customer Support: Reactive and Transactional

Customer support focuses on addressing immediate issues faced by customers. It is reactive, starting when a customer raises an issue and ending once that issue is resolved. This role is primarily about speed and efficiency, ensuring customers receive quick solutions to their problems. Metrics like first response time and resolution rate are commonly used to gauge the effectiveness of customer support teams​ (HubSpot Blog)​​ (Userpilot)​.

Customer Success: Proactive and Relational

Contrastingly, customer success is proactive and ongoing, aimed at achieving long-term customer satisfaction and loyalty. This role involves working alongside customers to ensure they are successful in using your product or service to achieve their broader goals. It’s about anticipating potential issues and challenges and offering solutions before they become problems. Metrics for customer success go beyond issue resolution, focusing on customer retention, lifetime value, and overall satisfaction​ (HubSpot Blog)​​ (HubSpot Blog)​​ (Userpilot)​.

Key Differences Highlighted

  1. Approach: Customer support reacts to issues as they arise, whereas customer success proactively engages with customers to foster a deeper, ongoing relationship.
  2. Metrics: Support metrics focus on the immediacy and quality of responses to customer issues. Success metrics, however, track long-term value such as retention and revenue growth over time.
  3. Outcome: The aim of customer support is to resolve specific problems quickly. Customer success, meanwhile, is invested in the customer’s overall success with the product, which often includes strategic advice, upselling, and cross-selling opportunities​ (Custify)​​ (Userpilot)​.

Integration for Optimal Performance

While distinct, both functions are crucial and should ideally be integrated to some extent. This integration allows for a seamless customer experience from troubleshooting immediate issues to developing long-term customer success software and strategies. Effective collaboration between these teams can lead to improved customer satisfaction and retention, ultimately impacting the bottom line positively​ (Help Scout)​​ (Custify)​.

This comparison should help clarify the roles and emphasize the importance of both in maintaining and expanding customer relationships. For businesses, aligning these functions can enhance overall visibility, customer experience and satisfaction.

Total Salary Range for HubSpot Customer Success Manager

Navigating the financial landscape of a HubSpot Customer Success Manager (CSM) reveals a spectrum of potential earnings influenced by various factors including geographic location, experience, and additional compensation elements like bonuses and commissions.

Customer success managers may report to a senior manager or a VP of Customer Support and Success, indicating the position’s seniority and authority within the brand and organizational structure.

Base Salary Insights The foundational salary for a HubSpot CSM generally begins around $84,508 annually. This figure can escalate depending on tenure, expertise, and the specific demands of the role within different regions or sectors​ ​.

Additional Compensation Beyond the base pay, CSMs at HubSpot can expect a range of additional financial benefits which include bonuses, profit sharing, and possibly commissions. These benefits are designed to reward performance and foster a committed and motivated workforce. The total compensation, combining base salary and additional benefits, typically ranges from $112,000 to $156,000 per year​ (HubSpot Blog)​​

Comparative Earnings It’s a bit more insightful to compare these numbers with broader industry standards to gauge HubSpot’s competitiveness in the market. Generally, the average salary for customer success managers across various companies hovers around $75,068, with potential earnings ranging from $53,000 to $126,000 annually, depending on additional compensation factors like bonuses and profit sharing​ ​.

This salary range places HubSpot within a competitive stance in the market, appealing to professionals who are keen on leveraging their customer management skills to enhance client success and drive business growth. This compensation package not only reflects the critical role these managers play in fostering customer relationships but also underscores the company’s commitment to rewarding those who significantly contribute to customer journey and its success.

Pay Breakdown

The compensation for a HubSpot Customer Success Manager typically includes a base salary combined with variable components such as bonuses and commissions, which are contingent upon achieving specific performance targets.

Base Salary and Variable Pay A significant portion of a Customer Success Manager’s total earnings comes from a base salary. However, to incentivize performance, additional variable pay components are often structured around achieving specific key performance indicators (KPIs) such as customer retention rates and sales targets. For instance, a common split might see a CSM receiving 70% of their compensation as fixed base salary and 30% as variable pay, dependent on meeting these predefined objectives​ (QuotaPath)​​ (ClientSuccess)​.

Detailed Components of Variable Pay Variable pay can include bonuses for hitting specific targets, such as upsell quotas or customer satisfaction benchmarks. Moreover, other forms of variable pay might encompass commissions from successful renewals or expansions, underscoring the CSM’s role in not only retaining customers but also in growing the account’s value over time. This blend of salary and performance-based incentives is designed to align the CSM’s goals with the company’s strategic objectives, ensuring they contribute directly to business growth​ (SmartKarrot l Customer Success Software)​​ (Gainsight Software)​.

This compensation structure reflects a broader trend in aligning customer success roles more closely with revenue generation, similar to sales roles, ensuring CSMs are rewarded for directly contributing to the company’s profitability and customer satisfaction.

Community Discussions and Real Salary Shares

Exploring the Landscape through Community Insights

Have you ever wondered what other Customer Success Managers are earning? Online platforms and services like Glassdoor and LinkedIn serve as treasure troves where CSMs across the globe share their salary data. These community insights are invaluable for understanding the variety of factors that can affect earnings, such as location, industry, and individual experience.

Gleaning Real-World Salary Data

In these community forums, CSMs not only share salaries but also discuss bonuses, benefits, and the negotiation challenges they face. For example, a HubSpot Customer Success Manager in San Francisco might share that their total compensation package includes a base salary of approximately $95,000 with bonuses and equity options pushing the total to $120,000, depending on company performance and individual achievement.

What Drives Salary Variations?

Discussions often reveal:

  • Location: Salaries in tech hubs like San Francisco or New York are typically higher than in other regions.
  • Company size: Larger companies or those in competitive markets might offer more due to their resources and the high demand for experienced CSMs.
  • Role complexity: More responsibilities typically lead to higher pay.

Participating in the Conversation

Engaging in these discussions can demystify the often-opaque topic of salary. CSMs gain insights into industry standards best practices, preparing them for negotiations and career planning. They also learn about non-salary compensation, such as stock options or education allowances, which can be significant.

Understanding these elements through real salary shares and community insights helps CSMs understand and set realistic expectations and empowers them with knowledge to advocate for their worth effectively. This not only enhances individual career growth but also fosters a more transparent industry standard for compensation.

Table of Contents

Picture of Kritika Kishor

Kritika Kishor

Customer Success Strategist | I help SaaS companies achieve exceptional customer satisfaction, customer retention and growth through strategic customer success initiatives.

What is AppEQ? 


AppEQ is a lightweight customer data activation plugin that brings customer data like product usage data/trends right at CSM’s fingertips , on their existing applications like Inbox/CRM /CSP /HelpDesk. We integrate data directly from product analytics like Pendo, Mixpanel, Amplitude and CRM like Salesforce, Hubspot etc. 

Our capability to bring this within your existing applications through our in-app widgets  leads to much higher adoption  and implementation time of 1 week or less

Book a demo with Shaswat

Every Enterprise requirements are different. Understand how Customer Data and Insights Activation can help drive more revenue through a personalized demo with Shashwat


What is Insights & Data Activation?

Insights & Data Activation connects data from various sources and creates a unified profile. It uncovers valuable insights and opportunities in customer interactions through platforms like CRM, helpdesk, CSP, spreadsheets.

AppEQ works seamlessly with your existing operational tools,
so your team doesn't need to learn a new system

Unified View​

Data Integration empowers companies to improving customer experience and retention. By connecting customer profile and interactions across all touchpoints in different systems, organizations can proactively identify at-risk customers and sell more with intelligent insights aligned to customers interest.

Improved Customer Retention​

Deeper customer insights, proactive churn prevention, exceptional experiences for long-term success.

Increased Revenue Opportunities​

Leverage customer data to identify upsell/cross-sell opportunities and maximize revenue growth

Streamlined Workflows

Streamline operations and proactively address customer needs with real-time in-app data insights in existing workflow.

Culture of Data-Driven Decisions

Empower data-driven decisions for customer success with clear customer insights and interactive dashboards.