Manager, Customer Success - Strategic Accounts

This role is open in-office, hybrid, or remote from the United States.

As the Manager of the Customer Success, Strategic Accounts team, you will be responsible for hiring, developing, coaching, and leading a team of Principal and Lead Principal Customer Success Managers (CSMs) focused on helping HubSpot’s highest paying customers grow better. 

You will partner cross-functionally with sales, contract management, services, technical support, product, and other teams to deliver a remarkable customer experience and help drive long-term customer retention and growth with HubSpot. 

In this role you’ll get to

• Lead a team of 8-10 Principal CSMs who are dedicated to delivering a remarkable experience throughout the customer lifecycle

• Coach and guide Principal CSMs in strategies to build durable customer value

• Develop the skills of your team as they grow in their career

• Manage day-to-day operations of your team including:  maintaining an accurate forecast, managing escalations from your direct reports, ensuring the delivery of high quality engagements throughout the customer lifecycle, and ensuring teams properly document activities in a timely manner

• Champion initiatives to foster diversity, equity, inclusion and belonging within the team and among peers in management

• Analyze customer and performance data to make informed decisions about operational and process changes

• Contribute to and co-manage segment and organization-wide initiatives 

We are looking for people who have

• Experience working at a marketing, software, management and/or consulting company

• 3+ yrs experience as a people leader

• A proven leadership ability to influence, develop and empower employees to achieve their best in a fast-paced environment

• Record of success collaborating with all levels of internal  leadership 

• Experience navigating and resolving customer escalations

• A proven track record of executing bold growth strategies and over-performing against company targets and expectations

• Experience successfully bringing others along through change, gaining commitment from those impacted Excellent leadership, organizational, problem solving, and decision-making skills

• A deep understanding of how complex organizations work

• A background using data to analyze results and make decisions

• The ability to communicate effectively in small and large groups

• A proven track record of championing a positive, high-performance culture within the team

Cash compensation range: 119000-190000 USD, OTE (base + variable comp) Annually This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy. 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, 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 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.