This role is open in the US, hybrid, in office or fully remote
As a Senior Customer Success Manager on our Mid-Market or Corporate team, you'll enjoy unparalleled autonomy, take ownership of your projects, and be devoted to helping each customer unlock the full potential of HubSpot. In this role, you'll have ample opportunities for career advancement, with a strong emphasis on skill enhancement and a clear, performance-driven pathway for progression.
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 is committed to delivering exceptional experiences and long-term value to our customers by fostering trust and offering expert guidance on the HubSpot platform. The end result: increased value, satisfaction, and continued customer loyalty (retention).
Experience and qualifications
- 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
Responsibilities:
Book of Business Management:
- 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.
Customer Engagements:
- 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
Cross-Collaboration:
- 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.
Pay & 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.
This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.
Benefits are also an important piece of your total compensation package. 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.
We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.
If you need accommodations or assistance due to a disability, please reach out to us using this form.
At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events, such as your Product Group Summit and other gatherings, to continue building on those connections.
If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements
Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.
India Applicants: link to HubSpot India's equal opportunity policy here.
About HubSpot
HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers.
At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.
We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.
Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.
Explore more:
- HubSpot Careers
- Life at HubSpot on Instagram
HubSpot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found here. By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. We may use CLEAR ID Verification during the hiring process to confirm your identity and help maintain a safe, secure, and trusted experience for all candidates. Refer to HubSpot's Recruiting Privacy Notice for details on data processing and your rights.
Skills Required
- 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.
- Highly organized and adept at prioritizing tasks for successful execution.
- Demonstrated desire to acquire new knowledge and skills.
HubSpot Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about HubSpot and has not been reviewed or approved by HubSpot.
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Equity Value & Accessibility — Equity grants like RSUs and access to an employee stock purchase plan are seen as meaningful parts of total compensation. Feedback suggests these, alongside competitive base pay, help many feel their contributions are rewarded.
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Leave & Time Off Breadth — Flexible time off, generous parental leave, and a paid sabbatical after tenure provide substantial opportunities to rest and recharge. Feedback suggests this breadth supports a strong work-life fit.
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Wellbeing & Lifestyle Benefits — Comprehensive wellness resources—mental health support, fitness reimbursements, and everyday conveniences like meals or stipends—enhance the overall package. Feedback suggests these perks add tangible value beyond salary.
HubSpot Insights
What We Do
HubSpot is a leading CRM platform that provides software and support to help businesses grow better. Our platform includes marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. Today, thousands of customers around the world use our powerful and easy-to-use tools and integrations to attract, engage, and delight customers. HubSpot was named Glassdoor’s #4 Best Place to Work in 2021, and our award-winning culture has been recognized by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more. We build connections, careers, and employee growth by creating a workplace that values flexibility, autonomy, and transparency. You can learn more about our commitment to creating an inclusive and diverse workplace in the HubSpot Culture Code. HubSpot is a hybrid company with employees working fully remotely, from an office, or a mix of the two. We are headquartered in Cambridge, MA with offices in Dublin, Ireland; Singapore; Sydney, Australia; Tokyo, Japan; Berlin, Germany; Paris, France; Bogotá, Colombia; Ghent, Belgium; San Francisco, CA; Portsmouth, NH; London, UK; Toronto, Canada.
