Senior Customer Success Manager

Summary

Join HubSpot's Customer Success team as a Senior Customer Success Manager and help millions of organizations grow better. You will enjoy autonomy, own projects, and help customers unlock HubSpot's potential, with opportunities for career advancement. Responsibilities include managing a book of business, engaging customers regularly, collaborating with cross-functional teams, and mentoring new team members. You will need experience managing customer relationships, forecasting retention risks, and strong communication skills. The role requires a highly organized individual with attention to detail and a collaborative spirit. HubSpot offers competitive cash compensation, including base salary, commission, and bonuses, along with benefits.

Requirements

• Experience managing, nurturing and scaling customer relationships in a quota or retention-carrying role
• Skilled in forecasting retention risks and implementing effective mitigation strategies
• Exceptional proficiency in verbal and written communication, adept at presenting strategies in person, over the phone, and through email
• Highly organized, possessing keen attention to detail, and adept at prioritizing tasks for successful execution
• Confident, self-motivated, and committed to collaborative teamwork
• Demonstrated desire to acquire new knowledge and skills
• Motivated by the drive to exceed expectations

Responsibilities

• Deep understanding of core metrics and role expectations and ability to execute against those metrics by developing strategic action plans on a quarterly basis
• Primary ownership and accountability for complex customers who require higher-touch service
• Formalize Book of Business management strategy by segmenting customers based on risk and growth. Outline tactics to mitigate churn and collaborate with cross functional teams to maximize growth
• Accountable for maintaining accurate forecasting notes, inclusive of future mitigation and outreach plans, for customers renewing within six months
• Engage customers with phone calls regularly, both scheduled and ad hoc, to ensure they derive maximum value from their investment in HubSpot
• Demonstrate proficiency in understanding and addressing customers' advanced technical needs, resolving inquiries by connecting them with the appropriate resources internally
• Collaborate with customers to define success criteria and outline plans to achieve their goals, sharing accountability for their success
• Proactively identify and cultivate opportunities to expand customers' utilization of HubSpot's product suite and professional services
• Monitor customer health and create risk mitigation plans as necessary
• Cultivate strong relationships with key decision-makers and stakeholders across various customer teams
• Collaborate closely with other HubSpot teams to drive adoption and ensure successful customer renewals
• Act as a mentor to onboard and support new team members
• Lead by example in developing best practices within the team to enhance our processes' quality, effectiveness, and efficiency

Benefits

• Annual Cash Compensation Range: $90,000 — $135,000 USD
• 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
• 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