Senior Manager - Customer Success
Resume must be submitted in English.
As a Senior Manager of Customer Success you will be responsible for hiring, developing, coaching, and leading a team of Scaled Customer Success Managers (CSMs) focused on helping HubSpot’s customers grow better.
You will partner cross-functionally with Sales, Contract management, onboarding, Technical Support, Product and other teams to deliver a first-class customer experience and help drive long-term customer retention and growth with HubSpot.
This is a challenging role requiring a strong customer gene, problem solving capabilities, the ability to motivate a team, and strong analytical skills. The right candidate is truly passionate about helping customers and CSMs grow, and has the experience to demonstrate it.
Key Responsibilities:
Lead a team dedicated to delivering a remarkable total customer experience for North American and Latin American customers.
Support and direct new and experienced CSMs in driving durable customer value
Serve as a coach and a leader, helping to 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 and documentation of high quality engagements throughout the customer lifecycle, and facilitating weekly one-on-one and team meetings
Champion initiatives to foster diversity, 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 regional and organization-wide initiatives to enable CSMs
Qualifications:
3+ experience leading and developing customer success or customer facing teams in North America or Latin America.
Experience working at a marketing, software, management and/or consulting company and familiarity with customer success software and CRM tools.
A proven leadership ability to influence, develop and empower employees to achieve their best in a fast-paced environment
A proven track record of executing bold growth strategies and overperforming against company targets and customer success KPIs
Excellent leadership, organizational, problem solving, decision-making skills and ability to manage multiple projects simultaneously.
An entrepreneurial and curious spirit with initiative and drive to pursue new ideas and willingness to learn and implement new tools and processes.
Data analysis skills to track customer health and success metrics and a background using data to analyze results and make decisions
The ability to communicate effectively in small and large groups
Business level proficiency in English and Spanish.
This role is open to remote candidates that are based in Colombia
About the job
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Senior Manager - Customer Success
Resume must be submitted in English.
As a Senior Manager of Customer Success you will be responsible for hiring, developing, coaching, and leading a team of Scaled Customer Success Managers (CSMs) focused on helping HubSpot’s customers grow better.
You will partner cross-functionally with Sales, Contract management, onboarding, Technical Support, Product and other teams to deliver a first-class customer experience and help drive long-term customer retention and growth with HubSpot.
This is a challenging role requiring a strong customer gene, problem solving capabilities, the ability to motivate a team, and strong analytical skills. The right candidate is truly passionate about helping customers and CSMs grow, and has the experience to demonstrate it.
Key Responsibilities:
Lead a team dedicated to delivering a remarkable total customer experience for North American and Latin American customers.
Support and direct new and experienced CSMs in driving durable customer value
Serve as a coach and a leader, helping to 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 and documentation of high quality engagements throughout the customer lifecycle, and facilitating weekly one-on-one and team meetings
Champion initiatives to foster diversity, 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 regional and organization-wide initiatives to enable CSMs
Qualifications:
3+ experience leading and developing customer success or customer facing teams in North America or Latin America.
Experience working at a marketing, software, management and/or consulting company and familiarity with customer success software and CRM tools.
A proven leadership ability to influence, develop and empower employees to achieve their best in a fast-paced environment
A proven track record of executing bold growth strategies and overperforming against company targets and customer success KPIs
Excellent leadership, organizational, problem solving, decision-making skills and ability to manage multiple projects simultaneously.
An entrepreneurial and curious spirit with initiative and drive to pursue new ideas and willingness to learn and implement new tools and processes.
Data analysis skills to track customer health and success metrics and a background using data to analyze results and make decisions
The ability to communicate effectively in small and large groups
Business level proficiency in English and Spanish.
This role is open to remote candidates that are based in Colombia