Job Description

Manager, Scale Customer Success Team (JAPAC)

As a Manager of a Scale Customer Success team at HubSpot you will be responsible for hiring, training, coaching, and leading a team of Customer Success Managers (CSMs) that share a large group of customers in a team-based service model. You will lead a team focused on driving retention and delivering value to our customers. This team is instrumental in our vision to help millions of organizations grow better.

In this role, you will also partner cross-functionally with customer marketing, business enablement, product, sales, renewals, onboarding, support, and other teams to ensure the ecosystem required to service 1,000\'s of customers is exceptional, while executing and improving upon customer retention playbooks. As part of the global CST management team, you will also be a key contributor to the long-term vision and strategy, creating new initiatives to drive sustainable, long-term customer value.

This is a challenging role that requires a strong customer gene, the ability to problem solve at scale, strong analytical skills, all while motivating a team. The right candidate is truly passionate about helping 1,000\'s of customers grow, and has the experience to demonstrate it in a scalable way.

In this role you will:

• Recruit, coach and lead a team of Customer Success Managers (CSMs), partnering closely with Recruitment and internal local leaders to find excellent candidates
• Serve as a coach and a leader, helping to develop the skills of your team as they grow in their career. This includes goal setting, career development & performance management
• Manage day-to-day strategies and campaigns to build lasting relationships with customers, in turn impacting regional customer retention
• Manage ongoing operations of your team including: maintaining an accurate retention 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
• Maintain a high level of team engagement and motivation by building confidence and trust in your direct reports
• Analyze customer and performance data to make informed decisions about strategic and operational changes, and identify areas for innovation and improvement within the Customer Success Team
• Collaborate closely with Global CST counterparts to drive global alignment and results
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired

We are looking for people who have:

• 3+ years experience working with customers at a marketing, software, management and/or consulting company
• Experience recruiting, coaching, and developing team members
• Proven track record of delivering to target in excess of company expectations and executing against bold growth strategies
• Experience working globally with all levels of management in a transparent and proactive manner
• Shown leadership ability to influence, develop and empower employees to achieve their best
• Excellent analytical skills to support problem-solving efforts and inform decision-making
• Excellent verbal and written communications and experience communicating in small and large groups
• Self-motivated, entrepreneurial in nature and experienced in change management
• Proven ability to adapt in a fast paced, constantly changing environment

What are the benefits?

• Work From Home options available. You choose Home, Office or Flex!
• World Class New Hire Training
• Stock units - so that you can share in HubSpot\'s future success
• Employee Stock Purchase Plan
• An employee development reimbursement up to USD$5,000 per annum
• Unlimited Time Off Policy
• Private health insurance allowance
• Free ebooks library
• Annual fitness reimbursement
• Five-year sabbatical - Paid 4 week sabbatical with USD$5k bonus!
• Primary Caregiver Leave of 16 weeks and Secondary Caregiver Leave for 6 weeks

HubSpot culture is driven by a shared passion for our mission and metrics. It is a culture of amazing, growth-minded people whose values include using good judgment and solving for the customer. Employees who work at HubSpot have HEART: Humble, Empathetic, Adaptable, Remarkable, Transparent.

We know the and 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 assistance or an accommodation due to a disability, please email us at . This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

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

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers\' needs at any stage of growth. We\'re also building a company culture that empowers people to do their best work. If that sounds like something you\'d like to be part of, we\'d love to hear from you.

You can find out more about our company culture in the , which has more than 5M views, and learn about , too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our to learn more about culture and opportunities at HubSpot.

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