Application Deadline: EOD Monday, June 5th

If your idea of Customer Success is rooted in an intrinsic motivation to help others find solutions to their challenges, we should talk. HubSpot's mission is to help millions of organizations grow better. Our team aims to drive an exceptional experience and sustained value for HubSpot customers through building trust and consulting on the HubSpot software. The outcome is increased value, satisfaction, and renewal of the customer.

Our Senior Customer Success Managers possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer realize their value with HubSpot. Senior Customer Success Managers have the opportunity to grow their careers through a focus on skill development and a performance-based role progression path.

Our Mid-Market CS team supports customers across virtually every industry, ranging from those with 26 to 200 employees.

Experience and qualifications

• 2-5 years of experience managing a book of business/account management in a related field
• Experience owning, maintaining, and driving a customer relationship in a quota or retention-carrying role
• Experience forecasting retention risk and executing mitigation strategies
• Excellent phone, written and verbal communication skills. Familiar with presenting strategy verbally in person, over the phone, and in email communication.
• Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution.
• Confident, self motivated, and a true team player
• Demonstrated desire to learn
• Motivated by drive to exceed expectations

Responsibilities:

Book of Business Management:

• Deep understanding of core metrics and expectations of the role and ability to execute against those metrics by developing quarterly strategic action plans
• Primary ownership and accountability for complex customers who require higher-touch service.
• Formulize Book of Business management plan by segmenting customers into risk and growth categories and outline tactics to mitigate churn and secure MRR upside.
• Be accountable for maintaining an accurate forecast for in-month and future month performance

Customer Engagements:

• Engage customers with phone calls regularly, both scheduled and ad hoc, to ensure they derive maximum value from their investment in HubSpot
• Understand and respond to customers advanced technical requirements and resolve inquiries by aligning customers with the right resources
• Define what success means for your customers and produce detailed plans outlining roadmap to achieve success and share in accountability of their success
• Identify and develop new opportunities for expanding customer's usage of HubSpot’s product suite and professional services
• Monitor customer health and create risk mitigation plans where needed

Cross-Collaboration:

• Build and foster relationships with key decision makers and stakeholders across multiple customer teams
• Collaborate with other HubSpot teams, and executive leadership, to ensure adoption and successful customer renewals
• Serve as a mentor to new team members
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.

Cash compensation range: 72000-108000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy from Katie Burke, HubSpot’s Chief People Officer.

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, all HubSpotters are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.