Transcript

As the Manager of the 1:Few Customer Success team, you will be responsible for hiring, training, coaching, and leading a team of Customer Success Managers (CSMs). You will lead a team focused on delivering business value to our customers.

You will partner cross-functionally with Sales, Contract Management, Customer Onboarding, Customer Support, Product, and other teams to ensure the total customer experience is exceptional, while executing and improving upon customer retention playbooks.

This is a challenging role that requires 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 grow, and has the experience to demonstrate it.

In this role you’ll get to

• Recruit, coach and lead a team that is dedicated to delivering a remarkable total customer experience
• Support and direct new and experienced CSMs in strategies to build durable customer value while developing 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
• Analyze customer and performance data to make informed decisions about operational and process changes
• Support the creation and implementation of broader Success team initiatives

We are looking for people who have

• People leadership experience - proven ability to influence, develop and empower employees to achieve their best in a fast-paced environment
• Customer facing experience - demonstrated effectiveness in customer facing engagements and in developing senior executive relationships at key accounts
• Experience working cross-functionally to affect change within your business
• Experience handling and resolving customer escalations
• A proven track record of executing revenue growth strategies and delivering results in excess of company expectations
• Excellent organizational, problem solving, and decision-making skills
• Deep understanding of marketing, sales and service best practices
• Experience using data to analyze results and make decisions
• Ability to communicate effectively in small and large groups
• Experience within the Software industry

What are the benefits?

• Work From Home options available. You choose Home, Office or Flex!
• World Class New Hire Training
• Stock units - so that you can share in HubSpot’s future success
• An education allowance up to USD$5,000 per annum
• Unlimited Time Off Policy
• Private health insurance allowance
• Free ebooks library
• Annual fitness reimbursement
• Five-year sabbatical - Paid 4 week sabbatical with USD$5k bonus!
• Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks

HubSpot culture is driven by a shared passion for our mission and metrics. It is a culture of amazing, growth-minded people whose values include using good judgment and solving for the customer. Employees who work at HubSpot have HEART: Humble, Empathetic, Adaptable, Remarkable, Transparent.