Senior Customer Success Manager, Mid-Market

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 outcomes 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). 

As a Senior Customer Success Manager, you'll play a key role in helping our customers maximize the value of HubSpot.  You'll have the opportunity to develop innovative strategies while working towards clearly defined performance goals.  We believe in recognizing and rewarding top performers, and this role offers a competitive path for career advancement based on individual and team achievements.

Experience and qualifications

• 3+ years of SaaS experience in a customer-facing role (e.g., Customer Success, Account Management) with a proven track record of managing and growing customer relationships within a quota or retention framework.
• Expertise in identifying and mitigating customer churn risks, developing and implementing effective retention strategies.
• Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences across multiple channels (in-person, phone, and email).
• Highly organized and detail-oriented, with proven ability to prioritize and manage multiple projects simultaneously to achieve successful outcomes.
• Collaborative team player with a proactive and results-oriented approach.
• A commitment to continuous learning and professional development.
• Driven to achieve and surpass performance goals.

Responsibilities:

Book of Business Management:

• Develop and execute strategic action plans aligned with core performance metrics and role expectations, driving measurable improvements in customer retention and growth.
• Own and manage a portfolio of complex, high-touch customers, providing tailored support and strategic guidance to maximize their HubSpot investment.
• Implement a formalized Book of Business management strategy, segmenting customers by risk and growth potential to proactively mitigate churn and identify expansion opportunities.
• Maintain accurate and detailed forecasting notes, including proactive mitigation and outreach plans.

Customer Engagements:

• Conduct regular, proactive customer calls (both scheduled and ad-hoc) to ensure customers realize the full value of their HubSpot investment and achieve their desired outcomes.
• Effectively address complex technical inquiries, leveraging internal resources and expertise to provide timely and accurate solutions.
• Partner with customers to define clear success criteria and develop actionable plans to achieve their business goals, sharing accountability for their success.
• Proactively identify and cultivate opportunities to expand customer product adoption and utilization of HubSpot's professional services, driving incremental revenue growth.
• Continuously monitor customer health, proactively identifying and mitigating potential risks to ensure high customer retention.

Cross-Collaboration:

• Build and maintain strong, trusted advisor relationships with key decision-makers and stakeholders across customer organizations.
• Collaborate effectively with internal HubSpot teams (e.g., Sales, Support, Contracts, Product) to drive customer adoption, ensure seamless onboarding, and achieve successful renewals.
• Mentor and onboard new team members, sharing best practices and contributing to their professional development.
• Proactively identify and champion opportunities to improve team processes, enhancing efficiency, effectiveness, and the overall quality of customer experience.

Cash compensation range: 86000-120000 USD OTE Annually
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The cash compensation above 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 based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.
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