Customer Success Manager

Summary

Join HubSpot's Brazil Customer Success Team as Manager and play a pivotal role in shaping customer and team success in a rapidly growing market. You will hire, develop, and coach a high-performing team of Customer Success Managers (CSMs). This role involves strategic partnership with cross-functional teams to deliver exceptional customer experiences, directly impacting customer retention and growth in Brazil. We seek a dynamic, customer-obsessed leader with strong analytical skills and the ability to inspire and develop a team. If you're passionate about empowering customers and CSMs and have proven experience, this is your opportunity to make a significant impact. Come lead with us and help shape HubSpot's future in Brazil!

Requirements

• Trilingual with business level proficiency in Portuguese, English and Spanish
• Experience managing a customer facing team servicing the Brazilian tech market
• Experience working at a Marketing, Software, management and/or Consulting company
• A proven leadership ability to influence, develop and empower employees to achieve their best in a fast-paced environment
• Record of success collaborating with all levels of internal management
• Experience navigating and resolving customer escalations
• A proven track record of executing bold growth strategies and overperforming against company targets and expectations
• Excellent leadership, organizational, problem solving, and decision-making skills
• An entrepreneurial and curious spirit with initiative and drive to pursue new ideas
• A deep understanding of Marketing, Sales and Customer Success best practices
• A background using data to analyze results and make decisions
• The ability to communicate effectively in small and large groups

Responsibilities

• Hire, train, and mentor a team of Customer Success Managers, fostering a high-performance culture and professional growth
• Define and implement customer success strategies tailored to the Brazilian market, ensuring alignment with regional and company goals
• Track team performance using key metrics (e.g., retention, expansion) and drive continuous improvements
• Drive customer retention and expansion opportunities by ensuring the team delivers measurable value to customers
• Act as the escalation point for complex customer issues, ensuring quick and effective resolutions while maintaining customer satisfaction
• Work closely with Sales, Product, Support, Contract Management, Partner Development and Marketing teams to improve the customer experience and drive revenue growth
• Gather and analyze customer feedback to influence product development and improve service offerings
• Champion initiatives to foster diversity, inclusion and belonging within the team and among peers in the leadership team
• Contribute to and co-manage regional and organization-wide initiatives focused on the development of the Brazilian market and the brand positioning of HubSpot in the country

Preferred Qualifications

This role is open to remote candidates that are based in Colombia

Benefits

• At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee, or work from the Office, we want you to start your journey here by building strong connections with your team and peers
• If you are joining our Engineering team in a full-time role, you will be required to attend a regional HubSpot office for in-person onboarding
• If you join our broader Product team, you’ll also attend other in-person events such as HubSpot’s annual PEER week, your Product Group Summit, and other in-person gatherings to continue building on those connections
• If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements