Manager, Customer Success

at HubSpot

Cambridge

 As a Manager of a Customer Success team (CSM Manager) you will be responsible for hiring, training, coaching, and leading a team of new and established Customer Success Managers in a fast-paced and rapidly changing environment.

In this role, you will work closely with Services leadership to help build a team of elite Customer Success Managers, execute and improve customer retention playbooks. As part of our customer success-focused, results-driven organization, you will also be responsible for driving sustainable, long-term customer value.

We are looking for people who possess the following:

• High integrity
• Strong results orientation
• Innate confidence
• Natural curiosity
• Genuine optimism
• Strong eye for business
• Excellent communication skills

Job Responsibilities:

• Coordinate with recruiting and internal teams to recruit, hire, and train new team members.
• Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their career goals
• Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
• Display an ability to build confidence and trust in your direct reports.
• Maintain a high level of team engagement and motivation.
• Manage approximately 10 members of the CSM Team
• Actively identify areas for innovation and improvement within the CSM Team
• Analyze customer and performance data to make informed decisions about operational and procedural changes
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired

Requirements:

• 2+ years experience working at a marketing, software, management and/or consulting company
• Shown leadership ability to influence, develop and empower employees to achieve their best
• Experience working effectively with all levels of management
• Experience handling customer escalations
• 1+ years experience recruiting, coaching, and developing team members
• Self-motivated, entrepreneurial in nature and comfortable and experienced in change management
• Shown and proven track record of executing against bold growth strategies and delivering target in excess of company expectations
• Excellent leadership, organizational and problem solving/decision-making skills
• Ability to run multiple projects while maintaining strict attention to details
• Deep understanding of marketing best practices
• Proven ability to adapt in fast paced, constantly changing environment
• Use data to analyze results and make data-driven decisions
• Ability to communicate effectively in small and large groups

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About HubSpot

HubSpot helps millions of organizations grow better, and we’d love to grow better with you. Our business  builds the software and systems that power the world’s small to medium-sized businesses. Our company culture builds connections, careers, and employee growth. How? By creating a workplace that values flexibility, autonomy, and transparency. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 3M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every HubSpotter globally who has helped build our remarkable culture, HubSpot has been named a top workplace by Glassdoor, Fortune, Entrepreneur, and more.

HubSpot was founded in 2006. We’re headquartered in Cambridge, Massachusetts, and we have offices in Dublin (Ireland), Sydney (Australia), New Hampshire, Singapore, Tokyo (Japan), Berlin (Germany), and Bogotá (Colombia).

Ready to Apply?

Please access the application here for more details.