HubSpot
B2B • SaaS • Marketing
HubSpot is an AI-powered customer platform that combines marketing, sales, and customer service software into one integrated suite. With over 238,000 customers in 135 countries, HubSpot offers tools for marketing automation, sales management, customer service, content marketing, operations, and B2B commerce. With products like Marketing Hub, Sales Hub, Service Hub, and Content Hub, HubSpot enables businesses to generate leads, close deals, and provide excellent customer support, all while using AI to enhance operations and insights. The platform is designed to unify teams and customer data, supporting both small startups and large enterprises in their growth journey.
Lead Technical Skills Enablement Program Manager – Customer Success
Job not on LinkedIn
October 22
HubSpot
B2B • SaaS • Marketing
HubSpot is an AI-powered customer platform that combines marketing, sales, and customer service software into one integrated suite. With over 238,000 customers in 135 countries, HubSpot offers tools for marketing automation, sales management, customer service, content marketing, operations, and B2B commerce. With products like Marketing Hub, Sales Hub, Service Hub, and Content Hub, HubSpot enables businesses to generate leads, close deals, and provide excellent customer support, all while using AI to enhance operations and insights. The platform is designed to unify teams and customer data, supporting both small startups and large enterprises in their growth journey.
📋 Description
• Conduct technical skills gap analysis across Customer Support, PreSales, and Strategic CSM roles to identify priority areas for technical enablement investment, with particular focus on APIs, system architecture, troubleshooting methodologies, and emerging technologies like AI/MCP. • Design and develop foundational technical training content that support trainers can adapt and deliver to their teams, covering areas such as Chrome dev tools, HTML/CSS comprehension, debugging techniques, integration troubleshooting, and technical system architecture. • Partner strategically with existing support trainers to enhance current technical training initiatives, establishing clear collaboration frameworks and communication cadences. • Evaluate, select, and manage vendor relationships for specialized technical training solutions, simulation environments, and assessment platforms that enable hands-on practice with complex technical scenarios. • Develop technical competency frameworks in partnership with CS leadership to establish consistent technical standards tied to growth. • Research and scope emerging technical domains where existing trainers may lack expertise (e.g., AI agents, advanced integrations, new product technical capabilities), providing foundational knowledge development and enablement strategies. • Create scalable technical enablement strategies that integrate into broader CS programs (onboarding, ongoing skill development, manager enablement, launch enablement) and show measurable impact on technical ticket resolution, escalation rates, and team confidence. • Translate complex product technical features into clear troubleshooting guides, diagnostic frameworks, and learning experiences that enable support teams to resolve customer issues independently. • Maintain and enhance on-demand technical resources in learning systems to ensure CS teams have access to current technical documentation and troubleshooting tools. • Establish KPIs and measurement frameworks for technical skills initiatives, tracking program effectiveness through metrics like technical ticket resolution rates, time-to-resolution, and escalation reduction.
🎯 Requirements
• 5+ years of experience in technical enablement, technical training, or program management, preferably within SaaS customer success or support organizations • Deep HubSpot product knowledge with strong understanding of system architecture, API functionality, integrations, and technical troubleshooting processes (this is non-negotiable) • Advanced hands-on technical skills in areas such as APIs and integrations, Chrome dev tools and debugging, HTML/CSS comprehension, system architecture, and understanding how data flows through complex platforms • Exceptional stakeholder management and collaboration skills with proven ability to work effectively alongside existing training teams and technical subject matter experts • Strong program management capabilities with experience managing competing priorities, complex technical initiatives, and cross-functional dependencies across Product, Engineering, and CS teams • Proven ability to translate complex technical concepts into accessible learning experiences for audiences with varying technical backgrounds, from novice support reps to advanced technical specialists • Experience with vendor evaluation and management for technical training solutions, simulation platforms, or learning technologies • Outstanding communication and interpersonal skills, including the ability to influence and drive change across technical teams and CS leadership • Strong analytical skills with ability to measure and communicate the ROI of technical enablement programs through relevant CS metrics • The ability to prioritize and handle multiple technical initiatives in a fast-paced environment while maintaining commitment to deadlines and quality standards.
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