Senior Manager - Customer Success (Strategic Accounts)

POS-29805

Senior Manager, Customer Success (Strategic Accounts)

We are looking for a strategic, results-oriented AI-first leader to serve as the Senior Manager of Customer Success (EMEA & APAC) at HubSpot, responsible for engaging, retaining, and growing our customer base across the EMEA & APAC region. This role will involve managing a group of Managers who lead Customer Success Managers (CSMs) to ensure long-term customer retention and sustainable growth. You will lead by example, making data-driven decisions, fostering a high-performance culture, and driving the vision for the future of Customer Success at HubSpot.

You will be the key to scaling our business by empowering your team to be customer advocates and strategic partners. If you're passionate about driving customer outcomes, thrive in fast-paced environments, and excel at coaching leaders, this is the role for you.

What You’ll Do:

• Drive Revenue Retention and Growth: You will be accountable for the gross retention, adoption, and expansion of customers across diverse markets. You’ll identify at-risk accounts early and drive strategies that ensure long-term success.

• Build and Develop High-Performing Teams: Hire, coach, and empower Managers to become strong leaders who, in turn, coach and enable their teams to deliver results. This means creating a culture where managers lead with clarity, purpose, and measurable goals.

• AI-Powered Operational Excellence: Oversee the operational rigour for your segment, including recruitment, training, capacity planning, and quality assurance. You'll leverage AI and data to evaluate and improve customer success practices.

• Strategic Program Ownership: Lead high-impact global and regional initiatives. Whether it's launching new customer programs, introducing adoption initiatives, or optimizing processes, you’ll act as the champion for innovation and growth across the CS function.

• Customer Advocacy & Escalation Point: Serve as the ultimate escalation point for customer concerns and ensure that the voice of the customer is heard across departments. You’ll forge strong internal relationships with teams in Sales, Product, Contract Management, and beyond to drive customer outcomes.

What We’re Looking For:

• Get Stuff Done Attitude: You are a decisive leader who can cut through complexity, prioritize effectively, and deliver solutions in dynamic, high-pressure environments. You leverage AI to get your work done, delivering faster and higher quality.

• Ruthless Prioritizer: You excel at managing competing priorities and focusing on what drives the biggest impact. You lead your team to consistently deliver high-quality results without sacrificing quality, even when navigating tight deadlines.

• Remarkable Communicator: Your communication style is clear, concise, and persuasive at all levels of the organization. You foster transparency and trust through regular, candid feedback.

• Challenger Coach: You lead with empathy, but you’re unafraid to have difficult conversations early to ensure your team members are constantly improving. You challenge your managers to step out of their comfort zones and grow into their next roles.

• Relentless Commitment to Growth: You are always looking for ways to challenge the status quo and drive transformational growth, whether that’s operational efficiencies or strategic innovations in customer success.

• Leader of Leaders: You empower managers to make strong decisions and lead their teams with confidence and autonomy. You set the bar high but ensure that your managers are equipped with the tools and support they need to succeed.

With the following demonstrable skills and experience:

• 5+ years of management experience, experience managing managers is preferable 

• Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale

• Ability to use AI and data to understand performance and make data-driven decisions to identify and implement new opportunities to drive customer success

• Strong understanding of business financial metrics, revenue drivers, and ROI models. Ideally, this person can help shape how we deliver and communicate value and coach their teams on this.

• Someone with expertise in building strong, multi-threaded relationships at different levels of the customer organization, from executive decision-makers to influencers. They will need to be able to coach our team on how to do it next year and get us ready to go back to a growth focus.

• A track record of hitting your goals and aligning a team around key growth metrics

• Ability to communicate effectively in small and large groups

• Organised with deep attention to detail when necessary

• Self-motivated, decisive, and experienced in change management

• Experience working effectively with all levels of management

• Proven track-record leading initiatives across multiple functions