Customer Success Manager

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 aims to drive an exceptional experience and sustained value for HubSpot customers through building trust and consulting on the HubSpot software. The outcome is increased value, satisfaction, and renewal of the customer.

Our Customer Success Managers possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer realize their value with HubSpot. Customer Success Managers have the opportunity to grow their careers through a focus on skill development and a performance-based role progression path.

Responsibilities:

Book of Business Management:

• Quickly grasp the core metrics and expectations of the role and execute against those metrics and leading indicators.
• Own and be held accountable for the customer’s post-sale experience.
• Formalize your book of business management, creating action plans for risky customers while simultaneously identifying and realizing growth opportunities.

Customer Engagements:

• Engage multiple customers via phone calls – scheduled and ad hoc – daily to ensure they are maximizing the value from their investment in HubSpot.
• Monitor customer health and create risk mitigation plans where appropriate.
• Route the correct internal resources to address product- or functionality-related questions from customers.
• Identify and develop new opportunities for expanding customer’s investment and usage in HubSpot’s platform and service offerings.

Cross-Collaboration:

• Establish relationships with key customer stakeholders – decision makers and various points of contact – across multiple teams.
• Collaborate with other HubSpot teams internally, and with leadership, to promote adoption and secure customer renewals.
• Develop and share best practices with team members to promote a culture of continuous improvement, and high-quality work for customer growth and satisfaction.

Experience and qualifications:

• Passion for Customer Success, and owning the post-sale customer experience for ~160 customers. Prior experience with owning and maintaining a book of business in a quota or retention-carrying role is a plus.
• Is obsessed with metrics, and can quantify the impact of their day-to-day to business outcomes.
• Excellent written and verbal communication skills, able to speak to customers about their health and product utilization over the phone on a daily basis.
• Demonstrated desire to learn about technology solutions, and adapt to a rapidly changing customer segment. Knowledge of the HubSpot platform is a plus.
• Embraces challenges, displays perseverance, and has a track record of hitting ambitious performance targets.