Manager, Customer Success, Strategic Accounts - Remote

Overview

As the Manager of the Customer Success - Strategic Accounts team, you will be responsible for hiring, developing, coaching, and leading a team of Lead Customer Success Managers (CSMs) focused on helping HubSpot’s Corporate customers grow better.

In Short

• Lead a team of 5 Lead CSMs that is dedicated to delivering a remarkable total customer experience, measured by Retention and Expansion
• Support and direct new and existing Lead CSMs in strategies to build 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 of high quality engagements throughout the customer lifecycle, and ensuring teams properly document activities in a timely manner
• Champion initiatives to foster diversity, inclusion and belonging within the team and among peers in management
• Analyse 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 and drive value for customers
• Drive AI adoption with your team to optimise performance and productivity

Requirements

• 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 over-performing against company targets and expectations
• Excellent leadership, organisational, problem solving, and decision-making skills
• A deep understanding of marketing, sales and service best practices
• A background using data to analyse results and make decisions
• The ability to communicate effectively in small and large groups

Benefits

• Flexible work options including remote work
• Opportunities for professional development and career growth
• A supportive and inclusive company culture
• Access to a variety of employee resources and benefits