Transcript

At HubSpot, we're all about helping our customers grow better. We do this by building a powerful CRM platform and complementing it with a world-class Customer Success (CS) team focused on helping customers turn opportunities into outcomes. Within Customer Success, we have four teams anchored on delivering a results-driven and delightful experience– one of which is called Success – and we're hiring a visionary leader to lead that team, SVP of Success.

As part of this role and a member of the CS Executive team, the SVP of Success will lead a high-performing, global team responsible for ensuring our growing customer base finds success in using our products to meet their goals and grow their businesses. This includes setting the global, strategic roadmap for Success and inspiring strong execution across our Customer Success Manager (CSM), Channel Consultant (CC) and Contract Management (CM) teams. Reporting to HubSpot's EVP of Customer Success, you'll have the opportunity to work cross-functionally with key stakeholders within Customer Success and across our Flywheel (Sales, Marketing, Customer Success, RevOps), Product, and Company pillar teams to drive alignment and inspire action. You'll play a key role in driving customer outcomes through customer goals, use case realization, and ultimately exceeding retention and expansion targets. You will do this through strategies backed by proven methodologies and engagement frameworks that improve customer usage across our platform and in a manner that can scale to hundreds of thousands of customers.

About you:

• A "customer first" mindset with the ability and willingness to engage directly with customers
• The ability to think "big" in setting bold visions for the team, use data to drive decisions, and the willingness to experiment and iterate
• Strong, effective communication and storytelling skills at the individual, team, and partner levels; you possess deep empathy, humility, and listening skills
• A track record of developing and mentoring global talent and building and motivating high-achieving teams, plus a commitment to building an inclusive team environment
• An aptitude to thrive in a fast-paced and constantly evolving environment
• Adaptability to flex between strategic initiatives and operational details, focusing on getting stuff done. You are not afraid to roll up your sleeves and dig into the operational details.
• You are data-driven and deeply focused on operational rigor to drive execution on controllables and utilize leading indicators to generate successful outcomes.
• You can effectively work across functions within our GTM teams and Product org to define and deliver on cross-functional customer metrics.

The successful candidate will have:

• Proven leadership in driving large-scale change through inspiration, management, and cross-functional stakeholder management.
• Progressive and global experience setting innovative, scalable, and results-oriented customer retention strategies, including those that balance digital solutions with human-led interactions that include dynamic segmentation models
• Demonstrated success in exceeding expectations in retaining (gross retention) and growing customer relationships (NRR) across a multi-product platform solution
• Experience working in a consumption-based platform to improve utilization and usage through product, content, and human engagements.
• A deep understanding of customer journeys to identify inflection points that can be leveraged through technology and human engagements to improve usage and expansion. You will bring insights and expertise to enhance customer experiences and foster expansion into the platform.
• You have experience working with Marketing teams to drive digital, proactive, and personalized engagements that empower customers to accomplish their use cases. Simultaneously, methodology and frameworks to execute orchestrated engagement strategies aligned with marketing and product teams to enhance product activation and usage rates significantly.
• Experience collaborating with the Product organization on joint success planning initiatives to align product capabilities with customer needs and business objectives. Track record of establishing a strong feedback loop with the product teams to ensure an understanding of customer's goals, pain points, and desired outcomes are continuously incorporated into the product development process. This alignment will include experience with product analytics to identify customer insights that can be utilized in digital and CSM/CMs engagements to improve product usage.

Cash compensation range: 291000-495000 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.