Manager, Business Acceleration and Transformation

Summary

Join HubSpot's Customer Success organization as a Manager for the Business Acceleration and Transformation team. You will manage the reliability and performance of customer success systems, drive governance frameworks for AI-enabled process redesign, and lead process improvement initiatives. Responsibilities include managing system performance, ensuring system uptime and reliability, leading process redesign, building and managing a team of systems specialists, driving governance frameworks, building and maintaining a CS systems roadmap, and guiding AI adoption and implementation. The ideal candidate will have 2+ years of experience building and leading teams in fast-paced, systems-focused environments, experience with CRM platforms (preferably HubSpot), and a strong understanding of AI capabilities. The role requires strong analytical skills, excellent cross-functional collaboration skills, and a passion for continuous learning. HubSpot offers a competitive salary and benefits package.

Requirements

• 2+ years building and leading teams in fast-paced, systems-focused environments
• Experience establishing and managing SLA-driven processes and metrics
• Strong background in system monitoring, performance management, and incident response
• Deep experience with CRM platforms (preferably HubSpot) and system integrations
• Understanding of governance frameworks for citizen development and system security
• Technical depth to evaluate solutions and make informed architecture decisions
• Experience in business process reengineering with measurable outcomes
• Understanding of AI capabilities and limitations in business contexts
• Excellent cross-functional collaboration skills with technical and business teams
• Experience leading process redesign initiatives with clear demonstration of results
• Strong analytical skills with focus on operational metrics and continuous improvement
• Passion for continuous learning, staying current with emerging technologies, and adapting based on new insights and market changes

Responsibilities

• Manage system performance and triage: Establish and monitor systems performance metrics, ensuring proactive identification of issues before they impact CS operations. Own intake processes for CS systems requests and ensure tickets are resolved within established SLAs
• Ensure system uptime and reliability: Implement monitoring, root cause analysis, and continuous improvement processes for critical CS tooling. Monitor citizen developer activities through governance frameworks that maintain system security and stability
• Lead process redesign with measurable impact: Focus on redesigning CS processes, particularly those that increase customer engagement time and quality
• Build and manage your team: Develop and lead a team of systems specialists who serve as front-of-house for CS systems and automation needs. Establish and evolve team performance standards for clarity of focus and impact
• Drive governance frameworks: Build and enforce governance standards that balance innovation speed with system reliability and security, enabling citizen developers while maintaining operational excellence
• Build and maintain CS Systems Roadmap: Develop and maintain our CS systems roadmap, including AI tool status scores with transparent, monthly evaluations tailored to each CS Rep persona
• Guide AI adoption and implementation: Oversee implementation and monitor adoption rates of AI tooling within established governance frameworks, ensuring measurable business impact

Preferred Qualifications

• Operational excellence: You establish reliable systems and processes, with strong focus on metrics, SLAs, and proactive monitoring. You balance innovation with stability
• Gets results for customers: You work across organizations to remove blockers and drive strong results. You're collaborative, innovative, and proactive about solving challenges that impact customer success
• Handles complexity well: You lead through organizational change with incomplete information, balance competing priorities, and make good decisions quickly. You simplify complex situations and help others feel confident
• Develops great teams: You're good at building teams, coaching people, hiring for potential, and creating a culture of continuous learning and development
• Communicates clearly: You communicate well with everyone from technical teams to executives, adjusting your style and content based on your audience
• Drives accountability: You establish clear ownership and performance standards while creating environments where teams feel safe and motivated to deliver results

Benefits

Annual Cash Compensation Range: $127,000 — $203,000 USD