[Hiring] Senior Customer Success Manager @HubSpot

Role Description

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 is committed to delivering exceptional experiences and long-term value to our customers by fostering trust and offering expert guidance on the HubSpot platform. The end result: increased value, satisfaction, and continued customer loyalty (retention).

As a Senior Customer Success Manager, you'll enjoy unparalleled autonomy, take ownership of your projects, and be devoted to helping each customer unlock the full potential of HubSpot. In this role, you'll have ample opportunities for career advancement, with a strong emphasis on skill enhancement and a clear, performance-driven pathway for progression.

Qualifications

• Trilingual in Portuguese, English & Spanish is required as you will be working with the Brazilian market.
• Relevant experience managing, nurturing, and scaling customer relationships in a quota or retention-carrying role.
• Demonstrated ability to handle accounts of varying complexity, including Mid-Market and Corporate customers.
• Skilled in forecasting retention risks and implementing effective mitigation strategies.
• Proven ability to navigate complex organizational structures and build relationships across multiple levels.
• Adept at preparing for and leading executive business reviews.
• Exceptional proficiency in verbal and written communication.
• Highly organized with keen attention to detail.
• Confident, self-motivated, and committed to collaborative teamwork.
• Demonstrated desire to acquire new knowledge and skills.
• Motivated by the drive to exceed expectations.
• Curious and comfortable adapting to new technologies.

Requirements

• Deep understanding of core metrics and role expectations.
• Primary ownership and accountability for complex customers.
• Formalize Book of Business management strategy by segmenting customers based on risk and growth.
• Accountable for maintaining accurate forecasting notes for customers renewing within six months.

Responsibilities

• Engage customers with phone calls regularly to ensure they derive maximum value from their investment in HubSpot.
• Demonstrate proficiency in understanding and addressing customers' advanced technical needs.
• Collaborate with customers to define success criteria and outline plans to achieve their goals.
• Proactively identify and cultivate opportunities to expand customers' utilization of HubSpot's product suite.
• Monitor customer health and create risk mitigation plans as necessary.
• Cultivate strong relationships with key decision-makers and stakeholders across various customer teams.
• Collaborate closely with other HubSpot teams to drive adoption and ensure successful customer renewals.
• Act as a mentor to onboard and support new team members.
• Lead by example in developing best practices within the team.

Benefits

• Flexibility and connection, whether you’re a Remote employee or work from the Office.
• In-person onboarding for Engineering team members at a regional HubSpot office.
• Participation in in-person events for broader Product team members.