Manager, Customer Success

Summary

Join HubSpot as the Manager of the Customer Success, Strategic Accounts team! Lead and develop a team of Principal and Lead Principal Customer Success Managers, focusing on HubSpot's highest-paying clients. Collaborate with various departments to ensure exceptional customer experiences and drive retention and growth. Responsibilities include team management, coaching, performance analysis, and contributing to company-wide initiatives. This role offers a hybrid or remote work option from the United States. The ideal candidate possesses extensive leadership experience in a software or marketing environment, along with strong analytical and communication skills. HubSpot offers a competitive compensation package.

Requirements

• Experience working at a marketing, software, management and/or consulting company
• 3+ yrs experience as a people leader
• 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 leadership
• Experience navigating and resolving customer escalations
• A proven track record of executing bold growth strategies and over-performing against company targets and expectations
• Experience successfully bringing others along through change, gaining commitment from those impacted
• Excellent leadership, organizational, problem solving, and decision-making skills
• A deep understanding of how complex organizations work
• A background using data to analyze results and make decisions
• The ability to communicate effectively in small and large groups
• A proven track record of championing a positive, high-performance culture within the team

Responsibilities

• Lead a team of 8-10 Principal CSMs who are dedicated to delivering a remarkable experience throughout the customer lifecycle
• Coach and guide Principal CSMs in strategies to build durable customer value
• Develop the skills of your team as they grow in their career
• Manage day-to-day operations of your team including: maintaining an accurate forecast, managing escalations from your direct reports, ensuring the delivery of high quality engagements throughout the customer lifecycle, and ensuring teams properly document activities in a timely manner
• Champion initiatives to foster diversity, equity, inclusion and belonging within the team and among peers in management
• Analyze customer and performance data to make informed decisions about operational and process changes
• Contribute to and co-manage segment and organization-wide initiatives

Benefits

• Cash compensation range: 119000-190000 USD, OTE (base + variable comp) Annually
• In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs)
• Some roles may also be eligible for overtime pay
• This role is open in-office, hybrid, or remote from the United States