Senior Customer Success Manager

Role Overview

• Deep understanding of core metrics and role expectations and ability to execute against those metrics by developing strategic action plans on a quarterly basis.
• Primary ownership and accountability for complex customers who require higher-touch service.
• Formalize Book of Business management strategy by segmenting customers based on risk and growth. Outline tactics to mitigate churn and collaborate with cross functional teams to maximize growth.
• Accountable for maintaining accurate forecasting notes, inclusive of future mitigation and outreach plans, for customers renewing within six months.
• Engage customers with phone calls regularly, both scheduled and ad hoc, to ensure they derive maximum value from their investment in HubSpot.
• Demonstrate proficiency in understanding and addressing customers' advanced technical needs, resolving inquiries by connecting them with the appropriate resources internally.
• Collaborate with customers to define success criteria and outline plans to achieve their goals, sharing accountability for their success.
• Proactively identify and cultivate opportunities to expand customers' utilization of HubSpot's product suite and professional services.
• Monitor customer health and create risk mitigation plans as necessary.
• Cultivate strong relationships with key decision-makers and stakeholders across various customer teams.
• Collaborate closely with other HubSpot teams to drive adoption and ensure successful customer renewals.
• Act as a mentor to onboard and support new team members.
• Lead by example in developing best practices within the team to enhance our processes' quality, effectiveness, and efficiency.

Requirements

• Experience managing, nurturing and scaling customer relationships in a quota or retention-carrying role.
• Skilled in forecasting retention risks and implementing effective mitigation strategies.
• Exceptional proficiency in verbal and written communication, adept at presenting strategies in person, over the phone, and through email.
• Highly organized, possessing keen attention to detail, and adept at prioritizing tasks for successful execution.
• Confident, self-motivated, and committed to collaborative teamwork.
• Demonstrated desire to acquire new knowledge and skills.
• Motivated by the drive to exceed expectations.
• Curious and comfortable adapting to new technologies, utilizing and staying up to date with AI.

Benefits

• The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles.
• In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs).
• Some roles may also be eligible for overtime pay.
• Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons.
• Explore the benefits and perks HubSpot offers to help employees grow better.
• At HubSpot, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.