As a Manager of a Scale Customer Success team at HubSpot you will be responsible for hiring, training, coaching, and leading a team of Customer Success Managers (CSMs) that share a large group of customers in a team-based service model. You will lead a team focused on driving retention and delivering value to our customers. This team is instrumental in our vision to help millions of organizations grow better. 

In this role, you will also partner cross-functionally with customer marketing, business enablement, product, sales, renewals, onboarding, support, and other teams to ensure the ecosystem required to service 1,000’s of customers is exceptional, while executing and improving upon customer retention playbooks. 

This is a challenging role that requires a strong customer gene, the ability to problem solve at scale, strong analytical skills, all while motivating a team. The right candidate is truly passionate about helping 1,000’s of customers grow, and has the experience to demonstrate it in a scalable way.

In this role you’ll get to

• Lead a team that is dedicated to delivering a remarkable total customer experience at significant scale
• Support and direct new and experienced CSMs in strategies to drive 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 retention 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
• Analyze customer and performance data to make informed decisions about operational and process changes
• Work cross-functionally to ensure the ecosystem is in place to service these customers to an exceptional standard at scale
• Support the creation and implementation of broader CS-wide initiatives

We are looking for people who have

• Experience working in scale and/or operations roles in a people management capacity
• A proven leadership ability to influence, develop and empower employees to achieve their best
• Worked effectively with all levels of management
• Experience handling customer escalations
• A proven track record of executing bold growth strategies and delivering target in excess of company expectations
• Excellent leadership, organizational and problem solving/decision-making skills
• Use data to analyze results and make data-driven decisions
• Ability to communicate effectively in small and large groups