Customer Success Manager

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

Responsibilities:

Book of Business Management: 

• Quickly grasp the core metrics and expectations of the role and execute against those metrics and leading indicators.
• Own and be held accountable for the customer's post-sale experience. 
• Formalize your book of business management, creating action plans for risky customers while simultaneously identifying and realizing growth opportunities.

Customer Engagements: 

• Engage multiple customers via phone calls – scheduled and ad hoc – daily to ensure they are maximizing the value from their investment in HubSpot.
• Monitor customer health and create risk mitigation plans where appropriate. 
• Route the correct internal resources to address product- or functionality-related questions from customers. 
• Identify and develop new opportunities for expanding customer's investment and usage in HubSpot's platform and service offerings.

Cross-Collaboration: 

• Establish relationships with key customer stakeholders – decision makers and various points of contact – across multiple teams.
• Collaborate with other HubSpot teams internally, and with leadership, to promote adoption and secure customer renewals.
• Develop and share best practices with team members to promote a culture of continuous improvement, and high-quality work for customer growth and satisfaction.

Experience and qualifications: 

• Fluent in Quebec French
• Passion for Customer Success, and owning the post-sale customer experience for ~160 customers. Prior experience with owning and maintaining a book of business in a quota or retention-carrying role is a plus. 
• Is obsessed with metrics, and can quantify the impact of their day-to-day to business outcomes.
• Excellent written and verbal communication skills, able to speak to customers about their health and product utilization over the phone on a daily basis. 
• Demonstrated desire to learn about technology solutions, and adapt to a rapidly changing customer segment. Knowledge of the HubSpot platform is a plus.  
• Embraces challenges, displays perseverance, and has a track record of hitting ambitious performance targets. 
  
  

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply — we'd love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form.

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

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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

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

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.

Explore more:

• HubSpot Careers
• Life at HubSpot on Instagram

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