Manager, Customer Success - Lead High-Performing Teams to Drive Long-Term Customer Happiness and Business Growth

Unlock Your Potential as a Customer Success Leader at HubSpot

At HubSpot, we're on a mission to help businesses grow better by providing a leading customer relationship management (CRM) platform that empowers marketing, sales, service, and website management. As a Manager, Customer Success, you'll play a pivotal role in driving customer satisfaction, retention, and long-term happiness. Join our dynamic team and be part of a company that's been recognized as the #2 Best Place to Work on Glassdoor in 2022.

About the Role

We're seeking an exceptional leader to manage our UK/I Customer Success team, comprising 10-12 Customer Success Managers. As a seasoned professional with a passion for customer success, you'll be responsible for hiring, training, coaching, and managing a high-performing team in a fast-paced and rapidly changing environment. Your expertise will help build a world-class team, execute customer retention strategies, and drive sustainable business growth.

Key Responsibilities

• Manage and lead a team of 10-12 Customer Success Managers in the EMEA UK/I (Small Business) region, fostering a culture of excellence and collaboration.
• Coordinate with recruiting and internal teams to attract, hire, and train top talent, ensuring the team is equipped to deliver exceptional customer experiences.
• Serve as a coach and leader, developing the skills of your team members to achieve their metrics and career goals, and providing guidance on strategies to build lasting customer relationships.
• Maintain a high level of team engagement and motivation, driving confidence and trust among direct reports.
• Be accountable for the health and retention of 1,500-2,000 EMEA customers, proactively identifying areas for innovation and improvement within the CSM Team.
• Analyze customer and performance data to inform operational and procedural changes, maximizing efficiency in a constantly evolving environment.
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members, ensuring alignment with company objectives.

Essential Qualifications

To succeed in this role, you'll need:

• Experience working in a people management role, with a proven track record of leading high-performing teams.
• Fluency in English, with excellent communication and interpersonal skills.
• Experience recruiting, coaching, and developing team members, with a strong understanding of talent development and performance management.
• Proven leadership ability to motivate, influence, develop, and empower employees to achieve their best.
• Experience working effectively with all levels of management, handling customer escalations, and managing revenue numbers and forecasts.
• Self-motivated, entrepreneurial in nature, with a comfort level in change management and a ability to adapt quickly to new software and business requirements.

Preferred Qualifications

To stand out from the crowd, you'll ideally have:

• Experience managing a customer success team, with a deep understanding of customer success strategies and best practices.
• A consistent track record of executing against retention strategies and delivering target in excess of company expectations.
• Excellent leadership, organizational, and problem-solving/decision-making skills, with the ability to manage multiple projects while maintaining strict attention to detail.
• The ability to use data to analyze results and make data-driven decisions, driving business growth and customer satisfaction.

What We Offer

At HubSpot, we value flexibility and connection. As a Remote employee or office-based team member, you'll have the opportunity to build strong connections with your colleagues and peers. We offer:

• A competitive salary and benefits package.
• Opportunities for career growth and professional development.
• A dynamic and inclusive work environment that empowers people to do their best work.
• Access to cutting-edge technology and innovative products that help businesses grow better.
• A culture that prioritizes diversity, equity, and inclusion, with a commitment to creating a workplace where everyone can thrive.

Our Culture

At HubSpot, we're passionate about building a company culture that empowers people to do their best work. Our Culture Code has been viewed over 5 million times, and we're committed to creating a diverse and inclusive workplace. We believe in:

• Fostering a culture of transparency, trust, and respect.
• Empowering employees to take ownership and make a meaningful impact.
• Celebrating our differences and promoting inclusivity.
• Providing opportunities for growth and development.

Ready to Apply?

If you're a motivated and experienced leader with a passion for customer success, we want to hear from you. Don't let the confidence gap or imposter syndrome hold you back – apply today and join our dynamic team!

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We look forward to welcoming you to the HubSpot team!