Associate Customer Success Manager, Scaled

Summary

Join HubSpot as an Associate Customer Success Manager and help customers realize the value of the HubSpot platform. You will collaborate with a team to support a shared install base, using various channels like email, chat, and phone calls to engage customers. This role requires strong problem-solving, communication, and presentation skills, along with 1-3 years of experience in a customer-facing role. You will develop tailored strategic recommendations to enhance customer engagement and lead strategy calls to educate customers. The ideal candidate is passionate about customer success, comfortable with change, and eager to grow in a fast-paced environment. HubSpot offers a performance-based progression path and opportunities for skill development.

Requirements

• 1-3 years of experience in a Customer Success or Customer Facing role
• Excellent problem solving and critical thinking skills
• Aptitude for learning software
• AI familiarity
• Ability to manage multiple priorities while maintaining strict attention to detail
• Strong communication skills and the ability to teach, guide, and drive value through clear, effective conversations
• Presentation and facilitation skills
• The ability to thrive in a fast-paced environment
• A verifiable track record of consistently meeting and exceeding goals
• Understanding of marketing, sales and service best practices
• Customer Success experience at a SaaS organization
• Speak English, Spanish and Portuguese fluently

Responsibilities

• Work collaboratively on a team of CSMs managing a shared install base of customers to support a high volume of customers using a mix of channels (Email, Chat, Phone Calls, live webinars etc)
• Identify customer objectives, analyze account usage patterns, and conduct necessary research to develop tailored strategic recommendations that enhance customer engagement with HubSpot while ensuring customer accountability
• Lead strategy calls to educate customers and help them realize the value of HubSpot’s platform
• Partner with internal teams to ensure a seamless and efficient customer experience
• Contribute to a strong team culture focused on skill-building, peer feedback, and performance-based growth
• Be passionate about customer success and experience
• Solve problems with curiosity and creativity
• Embrace innovation in your daily tasks to explore new methods that enhance our ability to expand customer reach
• Commit to getting better every day
• Invest in relationships with customers and colleagues
• Contribute to a positive team environment
• Work for the Latam region with clients based in North America/Latam