Manager, Customer Success
As a Manager of a Customer Success team (CSM Manager) you will be responsible for hiring, coaching, and leading a team of Customer Success Managers in a fast-paced and rapidly changing environment. In this role, you will be responsible for maximizing retention in your portfolio of accounts. You will do so by working closely with Success leadership to create value for customers, improve the customer experience, and drive alignment across our implementation, renewals, and sales teams.
In this role you'll get to:
- Coordinate with recruiting and internal teams to recruit, hire, and train new team members.
- Develop the skills of your team so they are able to help their customers realize their intended value
- Serve as a coach and a leader, helping individuals grow in their career, while setting expectations on performance and giving feedback.
- Establish a culture of operational excellence where the team consistently executes on key customer lifecycle activities while achieving retention targets.
- Personally manage escalations from your direct reports, and follow a methodical escalation process to resolution.
- Actively identify areas for innovation and improvement to drive customer success
- Lead cross-functionally to affect change
We are looking for people who:
- Possess natural curiosity and problem-solving skills
- Have strong writing and presentation skills
- Build trust and confidence with customers and colleagues
- Can maintain a high level of team engagement and motivation
- Lead through influence
- Possess high standards and a bias for action
- Help us think differently about problems, and innovate
Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.
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 4M 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).
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