Senior Manager, Customer Success, Strategic Accounts

Summary

Join HubSpot as a Senior Manager of Principal Customer Success, Strategic Accounts and lead a team of 8-10 Principal CSMs dedicated to delivering exceptional customer experiences. Partner with various teams to ensure customer retention and growth. This role offers the opportunity to coach and develop your team, manage daily operations, champion diversity and inclusion, and analyze data to drive informed decisions. You will contribute to company-wide initiatives and drive AI adoption for optimized performance. This position can be based in the office, hybrid, or remote from Ireland or the U.K.

Requirements

• 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 over-performing against company targets and expectations
• Excellent leadership, organizational, problem solving, and decision-making skills
• A deep understanding of marketing, sales and service best practices
• A background using data to analyze results and make decisions
• The ability to communicate effectively in small and large groups

Responsibilities

• Lead a team of 8-10 Principal CSM's that is dedicated to delivering a remarkable total customer experience, measured by Retention and Expansion
• Support and direct new and existing Principal CSMs in strategies to build durable customer value
• Serve as a coach and a leader, helping to 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, 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 to enable CSMs and drive value for customers
• Drive AI adoption with your team to optimise performance and productivity

Benefits

This role is open in office, hybrid or remote from Ireland or the U.K