Senior Customer Success Manager

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HubSpot

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

🤝 B2B

☁️ SaaS

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

• Own customer growth, retention, health and delight across a portfolio of higher-value customers. • Build trusted relationships with key decision-makers and stakeholders across customer teams. • Lead strong discovery and strategy conversations to understand customer goals, risks, priorities and opportunities. • Define what success looks like for your customers and build clear success plans that connect HubSpot usage to measurable business outcomes. • Monitor customer health, identify risks early and create clear mitigation plans. • Identify opportunities to expand customer adoption and usage of relevant HubSpot products. • Partner closely with Contract Management, Sales, Solutions Architects, Support and other cross-functional teams to support renewals, adoption and customer outcomes. • Provide clear forecasting insight around upcoming renewals and customer risk. • Use data, AI and Success Excellence metrics to prioritise effectively, consult at scale and improve customer impact. • Share learnings and best practices with the team to improve the quality, consistency and efficiency of how we support customers. • Embody HubSpot’s Culture Commitments by solving for the customer, being bold and learning fast, aligning/adapting/going, and delivering with HEART.

🎯 Requirements

• Extensive experience in owning, maintaining, and driving customer relationships in a quota or retention-carrying role. • Proven track record of consistently meeting and exceeding retention or revenue goals in a SaaS or Customer Success role. • Comfortable adopting new technologies quickly, with experience leveraging AI tools and predictive insights to scale your impact. • Strong discovery and business acumen — able to ask thoughtful questions, uncover customer priorities, diagnose problems and recommend commercially sound next steps. • Comfortable managing complex, higher-value or multi-stakeholder accounts. • Clear written and verbal communicator, including confidence leading strategic conversations via Zoom, phone and email. • Strong business acumen, with the ability to link HubSpot’s solutions to customer outcomes and ROI. • Highly organised, with a high attention to detail, proactive, and able to prioritise effectively across a diverse portfolio. • Ownership, autonomy, resiliency and sound judgement in a fast-paced environment. • A growth mindset, coachability and a demonstrated desire to keep learning. • Curiosity and practical experience using AI, data and automation to improve efficiency and customer outcomes.

🏖️ Benefits

• Competitive base salary, commissions and stock options • Remote-first flexibility - work from home, the office, or hybrid • Structured onboarding and ongoing learning opportunities (including an annual education allowance) • Flexible Time Off policy • Healthcare and wellness reimbursements • Primary and Secondary Caregiver Leave • Employee Resource Groups and inclusion programs to support belonging • Volunteering time so you can give back to your community