Manager, UK/I Customer Success Management (Strategic Accounts)

POS-31788

---

As the Manager of the Customer Success, Strategic Accounts team, you will be responsible for hiring, developing, coaching, and leading a team of Customer Success Managers (CSMs) focused on helping HubSpot’s Corporate customers grow better. 

You will partner cross-functionally with sales, contract management, onboarding, technical support, product, and other teams to deliver a first-class customer experience and help drive long-term customer retention and growth with HubSpot. 

This role is open in office, hybrid or remote from Ireland or the U.K.

In this role you’ll get to

• Lead a team of 8-10 Lead CSM's that is dedicated to delivering a remarkable total customer experience
• Support and direct new and existing Lead CSMs in strategies to build durable 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 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
• Champion initiatives to foster diversity, inclusion and belonging within the team and among peers in management
• Analyze customer and performance data to make informed decisions about operational and process changes
• Contribute to and co-manage segment and organization-wide initiatives to enable CSMs

We are looking for people who have

• 3-5 years of experience in leadership roles, with the ability to drive performance, deliver feedback, and mentor team members.
• Experience working at a marketing, software, management and/or consulting company
• A proven leadership ability to influence, develop and empower employees to achieve their best in a fast-paced environment
• Record of success collaborating with all levels of internal management 
• Experience navigating and resolving customer escalations
• A Proven track record of executing bold growth strategies and over-performing against company targets and expectations 
• Excellent leadership, organizational, problem solving, and decision-making skills
• A deep understanding of marketing, sales and service best practices
• A background using data to analyze results and make decisions
• The ability to communicate effectively in small and large groups