Senior Customer Success Manager

HubSpot • Remote (Cambridge, Massachusetts, United States) • 2w ago

As a Senior Customer Success Manager on our Mid-Market team, you'll enjoy unparalleled autonomy, take ownership of your projects, and be devoted to helping each customer unlock the full potential of HubSpot. In this role, you'll have ample opportunities for career advancement, with a strong emphasis on skill enhancement and a clear, performance-driven pathway for progression.

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 is committed to delivering exceptional experiences and long-term value to our customers by fostering trust and offering expert guidance on the HubSpot platform. The end result: increased value, satisfaction, and continued customer loyalty (retention).

This role is open in office, hybrid or fully remote in the United States

Experience and qualifications

Experience managing, nurturing and scaling customer relationships in a quota or retention-carrying role.
Skilled in forecasting retention risks and implementing effective mitigation strategies.
Exceptional proficiency in verbal and written communication, adept at presenting strategies in person, over the phone, and through email.
Highly organized, possessing keen attention to detail, and adept at prioritizing tasks for successful execution.
Confident, self-motivated, and committed to collaborative teamwork.
Demonstrated desire to acquire new knowledge and skills.
Motivated by the drive to exceed expectations.
Curious and comfortable adapting to new technologies, utilizing and staying up to date with AI

Responsibilities:

Book of Business Management:

Deep understanding of core metrics and role expectations and ability to execute against those metrics by developing strategic action plans on a quarterly basis.
Primary ownership and accountability for complex customers who require higher-touch service.
Formalize Book of Business management strategy by segmenting customers based on risk and growth. Outline tactics to mitigate churn and collaborate with cross functional teams to maximize growth
Accountable for maintaining accurate forecasting notes, inclusive of future mitigation and outreach plans, for customers renewing within six months.

Customer Engagements:

Engage customers with phone calls regularly, both scheduled and ad hoc, to ensure they derive maximum value from their investment in HubSpot
Demonstrate proficiency in understanding and addressing customers' advanced technical needs, resolving inquiries by connecting them with the appropriate resources internally.
Collaborate with customers to define success criteria and outline plans to achieve their goals, sharing accountability for their success
Proactively identify and cultivate opportunities to expand customers' utilization of HubSpot's product suite and professional services.
Monitor customer health and create risk mitigation plans as necessary

Cross-Collaboration:

Cultivate strong relationships with key decision-makers and stakeholders across various customer teams.
Collaborate closely with other HubSpot teams to drive adoption and ensure successful customer renewals.
Act as a mentor to onboard and support new team members.
Lead by example in developing best practices within the team to enhance our processes' quality, effectiveness, and efficiency.

Pay & Benefits

The cash compensation below 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, some roles 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 tailored to your skills, experience, qualifications, and other job-related reasons.

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.

Benefits are also an important piece of your total compensation package. Explore the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices aren’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.

Annual Cash Compensation Range:

$100,300—$150,500 USD

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

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.

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

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

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