Senior Manager, Customer Success

Resume must be submitted in English.

As a Senior Manager of Customer Success  you will be responsible for hiring, developing, coaching, and leading a team of Scaled Customer Success Managers (CSMs) focused on helping HubSpot’s customers grow better. 

You will partner cross-functionally with Sales, Contract management, onboarding, Technical  Support, Product and other teams to deliver a first-class customer experience and help drive long-term customer retention and growth with HubSpot. 

This is a challenging role requiring a strong customer gene, problem solving capabilities, the ability to motivate a team, and strong analytical skills. The right candidate is truly passionate about helping customers and CSMs grow, and has the experience to demonstrate it.

Key Responsibilities:

• Lead a team dedicated to delivering a remarkable total customer experience for North American and Latin American customers.
• Support and direct new and experienced CSMs in driving 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 and documentation of high quality engagements throughout the customer lifecycle, and facilitating weekly one-on-one and team meetings
• 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 regional and organization-wide initiatives to enable CSMs

Qualifications:

• 3+ experience leading and developing customer success or customer facing teams in North America or Latin America.
• Experience working at a marketing, software, management and/or consulting company and familiarity with customer success software and CRM tools.
• A proven leadership ability to influence, develop and empower employees to achieve their best in a fast-paced environment
• A proven track record of executing bold growth strategies and overperforming against company targets and customer success KPIs
• Excellent leadership, organizational, problem solving, decision-making skills and ability to manage multiple projects simultaneously.
• An entrepreneurial and curious spirit with initiative and drive to pursue new ideas and willingness to learn and implement new tools and processes.
• Data analysis skills to track customer health and success metrics and a background using data to analyze results and make decisions
• The ability to communicate effectively in small and large groups
• Business level proficiency in English and Spanish.
• This role is open to remote candidates that are based in Colombia

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form.

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. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as your Product Group Summit and other gatherings to continue building on those connections.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

India Applicants: link to HubSpot India's equal opportunity policy here.

About Hubspot

HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers. 

At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.

We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.

Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.

Explore More:

• HubSpot Careers
• Life at HubSpot on Instagram

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to HubSpot's Recruiting Privacy Notice for details on data processing and your rights.