Manager, Customer Success Management

Resumes must be submitted in English.

As the Manager of the Customer Success, Strategic Accounts team, you will be responsible for hiring, developing, coaching, and leading a team of Lead & Principal Customer Success Managers (CSMs) focused on helping HubSpot’s highest paying customers grow better.

You will partner cross-functionally with sales, contract management, technical support and solutions, product, and other teams to deliver a remarkable customer experience and help drive long-term customer retention and growth with HubSpot.

This role is open in-office, hybrid, or remote from Colombia.

In this role you’ll

Lead a team of 8-10 Lead and Principal CSMs who are dedicated to delivering a remarkable experience throughout the customer lifecycle to HubSpot’s highest paying customers

Coach and guide 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

We are looking for people who have

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