[Hiring] Senior Manager, Customer Success Management @HubSpot

Role Description

We are looking for a strategic, results-oriented AI-first leader to serve as Senior Manager of Customer Success (LATAM) at HubSpot, responsible for engaging, retaining, and growing our customer base across the LATAM ES and Mexico regions. This role will involve managing a group of 13-16 Customer Success Managers (CSMs) across multiple markets 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 are passionate about driving customer outcomes, thrive in fast-paced environments, and excel at coaching teams, this is the role for you.

What You'll Do

• Drive Revenue Retention and Growth:
  • Accountable for gross retention, adoption, and expansion of customers across diverse markets.
  • Work with your team to identify at-risk accounts early and drive strategies for long-term success.
  • Make data-driven decisions that impact financial outcomes.
• Build and Develop High-Performing Teams:
  • Hire, coach, and empower CSMs to deliver strong results.
  • Create a culture where CSMs work with clarity, purpose, and measurable goals.
  • Make decisions about developing talent internally versus hiring for specific capability gaps.
• Set the Talent Bar:
  • Define what great looks like for CSMs and ensure that definition is understood by your team.
  • Set meaningful performance expectations and provide targeted coaching.
• AI-Powered Operational Excellence:
  • Oversee operational rigor for your teams, including recruitment, training, capacity planning, and quality assurance.
  • Anticipate failure points and create preemptive solutions.
  • Leverage AI and data to evaluate and improve customer success practices.
• Strategic Program Ownership:
  • Lead high-impact regional initiatives and act as the champion for innovation and growth.
  • Lead cross-functional goals end-to-end and build accountability mechanisms.
• Customer Advocacy and Escalation Point:
  • Serve as a second-level escalation point for customer concerns.
  • Model strong cross-functional collaboration and align on competing priorities.
• Drive Organizational Change:
  • Take ownership of alignment within your team and across stakeholders during strategy shifts.
  • Help your CSMs understand the why behind changes and adapt quickly.

Qualifications

• 3+ years of management experience leading CSM teams in complex, multi-market environments.
• Proven leadership ability to coach, influence, develop, motivate, and empower employees.
• Ability to use AI and data to understand performance and make data-driven decisions.
• Strong understanding of business financial metrics, revenue drivers, and ROI models.
• Expertise in building strong, multi-threaded relationships at different levels of the customer organization.
• A track record of defining performance standards for a team and coaching consistently.
• A track record of hitting goals and aligning a team around key growth metrics.
• Ability to communicate effectively in small and large groups, including with senior leadership.
• Organized with deep attention to detail when it matters.
• Self-motivated, decisive, and experienced leading teams through organizational change.
• Proven track record leading initiatives across multiple functions.

Benefits

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