Manager, Customer Success - Brazil Market - Remote

Overview

As the Manager of HubSpot’s Brazil Customer Success Team, you will play a pivotal role in shaping the success of our customers and team in one of our fastest-growing markets. You’ll be responsible for hiring, developing, and coaching a high-performing team of Customer Success Managers (CSMs) who are dedicated to helping Brazilian businesses thrive with HubSpot.

In Short

• Hire, train, and mentor a team of Customer Success Managers, fostering a high-performance culture and professional growth.
• Define and implement customer success strategies tailored to the Brazilian market, ensuring alignment with regional and company goals.
• Track team performance using key metrics (e.g., retention, expansion) and drive continuous improvements.
• Drive customer retention and expansion opportunities by ensuring the team delivers measurable value to customers.
• Act as the escalation point for complex customer issues, ensuring quick and effective resolutions while maintaining customer satisfaction.
• Work closely with Sales, Product, Support, Contract Management, Partner Development and Marketing teams to improve the customer experience and drive revenue growth.
• Gather and analyze customer feedback to influence product development and improve service offerings.
• Champion initiatives to foster diversity, inclusion and belonging within the team and among peers in the leadership team.
• Contribute to and co-manage regional and organization-wide initiatives focused on the development of the Brazilian market and the brand positioning of HubSpot in the country.

Requirements

• Trilingual with business level proficiency in Portuguese, English and Spanish.
• Experience managing a customer facing team servicing the Brazilian tech market.
• 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.
• An entrepreneurial and curious spirit with initiative and drive to pursue new ideas.
• A deep understanding of Marketing, Sales and Customer Success best practices.
• A background using data to analyze results and make decisions.
• The ability to communicate effectively in small and large groups.
• This role is open to remote candidates that are based in Colombia.

Benefits

• Flexible work environment.
• Opportunity to shape the future of HubSpot in Brazil.
• Supportive company culture.
• Professional growth opportunities.
• Collaboration with cross-functional teams.