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Manager of Customer Success, Mid-Market

Company: HubSpot
Location: Portsmouth
Posted on: June 13, 2021

Job Description:

As a Manager of a Mid-Market Customer Success team you will be responsible for hiring, developing, coaching, and leading a team of Customer Success Managers (CSMs) focused on helping HubSpot's Mid-Market 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.

In this role you'll get to

  • Lead a team dedicated to delivering a remarkable total customer experience for a Mid-Market 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 segment and organization-wide initiatives to enable CSMs

We are looking for people who have

  • Experience working at a marketing, software, management and/or consulting company
  • A proven leadership ability to influence, develop and empower employees to achieve their best in a fast-paced environment
  • Record of success collaborating with all levels of internal management
  • Experience navigating and resolving customer escalations
  • A Proven track record of executing bold growth strategies and overperforming against company targets and expectations
  • Excellent leadership, organizational, problem solving, and decision-making skills
  • A deep understanding of marketing, sales and service best practices
  • A background using data to analyze results and make decisions
  • The ability to communicate effectively in small and large groups

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.

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 through. 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 HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #4 Best Place to Work on Glassdoor in 2021, 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 careers website to learn more about culture and opportunities at HubSpot.

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. HubSpot's Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpot's use of your personal information.

Keywords: HubSpot, New England , Manager of Customer Success, Mid-Market, Other , Portsmouth, Northeast

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