HubSpot is looking for a VP of Customer Success Strategy and Operations who will report directly to the SVP of Functional GTM Operations, Strategy and Planning. We are looking for a customer-centric leader with experience scaling CS or Ops organizations to help accelerate the CS organization at HubSpot. This person will be the leader of the CS ops, strategy and revenue planning teams and partner closely with the EVP of Customer Success on creating and communicating the CS Strategy. S/he will bring expertise in SaaS and can develop CS strategies that leverage customer insights, data and technology. Hubspot is over $1B in Revenue and looking for a remarkable leader who can focus on successfully scaling the team and processes for the next stage of growth to $5B and beyond. 

As the VP of CS Strategy and Operations, you will be responsible for developing, communicating and executing innovative strategies that will help retain and grow our customers, increase efficiencies and most importantly solve for the customer experience as we enter a new phase of growth. You are passionate about transforming ops from a supporting, reactive function into an innovative, proactive and strategic driver. You are excited to help HubSpot write the book on RevOps to help our business and customers grow better. You share our love of our customers, lead with HEART (Humble, Empathetic, Adaptable, Remarkable and Transparent), and are committed to creating a diverse and inclusive environment for our high-performing teams. 

In this role, you’ll get to:

• Develop, communicate and lead the Customer Success strategy to retain and grow our customers
• Partner and collaborate deeply with the CS leadership team to enable them to drive performance globally
• Uncover opportunities to leverage data and technology that will help CS grow non-linearly
• Identify, develop, implement and track key performance indicators for the CS teams to ensure we hit our targets
• Partner closely with the VP of Sales Ops and Strategy and Marketing leadership to align GTM Ops and Strategy across the Flywheel
• Design and implement a delightful customer experience that will be a competitive advantage to HubSpot’s success and growth
• Lead, inspire and develop the CS Strategy and Ops leaders and their teams to drive innovation to ensure predictable and scalable results that drive growth and improve profitability

We are looking for someone who has: 

• Proven experience as a senior-level Sales and/or CS ops and strategy role at a high growth, scaling tech/SaaS company
• A deep understanding for the Customer Success function and it drives revenue growth
• A strong track record of hiring, developing and growing diverse teams of technical ops and strategy leaders, with a focus on fostering inclusion globally
• Excellent communication, presentation and relationship building skills to partner deeply with EVP of CS and other key leaders in finance, data, enablement and system teams within RevOps
• The ability to set a vision, execute on a strategy and roll up your sleeves to get into the details when necessary
• Experience leveraging data, automation and technology improve rep productivity and accelerate non-linear growth
• Ability to identify insights and foresights and build actionable plans from them
• Strategic revenue planning, modeling and analytical ability
• Data-driven and customer-first decision maker
• Ability to build scalable, consistent processes to deliver predictable results
• An understanding on how to leverage AI and ML to identify patterns and insights to maximize rep efficiency
• Experience with global change management and effectively communicating strategic objectives and action plans to multiple stakeholders and teams
• A strong operational, engine-builder mentality with demonstrated success in leveraging data to design and implement scalable solutions