Senior Customer Success Manager

HubSpot is an AI-powered customer platform that helps millions of organizations grow better. As a Senior Customer Success Manager, you will take ownership of customer relationships, ensuring they derive maximum value from HubSpot's services while fostering long-term customer loyalty.

Responsibilities:

• Deep understanding of core metrics and role expectations and ability to execute against those metrics by developing strategic action plans on a quarterly basis
• Primary ownership and accountability for complex customers who require higher-touch service
• Formalize Book of Business management strategy by segmenting customers based on risk and growth. Outline tactics to mitigate churn and collaborate with cross functional teams to maximize growth
• Accountable for maintaining accurate forecasting notes, inclusive of future mitigation and outreach plans, for customers renewing within six months
• Engage customers with phone calls regularly, both scheduled and ad hoc, to ensure they derive maximum value from their investment in HubSpot
• Demonstrate proficiency in understanding and addressing customers' advanced technical needs, resolving inquiries by connecting them with the appropriate resources internally
• Collaborate with customers to define success criteria and outline plans to achieve their goals, sharing accountability for their success
• Proactively identify and cultivate opportunities to expand customers' utilization of HubSpot's product suite and professional services
• Monitor customer health and create risk mitigation plans as necessary
• Cultivate strong relationships with key decision-makers and stakeholders across various customer teams
• Collaborate closely with other HubSpot teams to drive adoption and ensure successful customer renewals
• Act as a mentor to onboard and support new team members
• Lead by example in developing best practices within the team to enhance our processes' quality, effectiveness, and efficiency

Requirements:

• Experience managing, nurturing and scaling customer relationships in a quota or retention-carrying role
• Skilled in forecasting retention risks and implementing effective mitigation strategies
• Exceptional proficiency in verbal and written communication, adept at presenting strategies in person, over the phone, and through email
• Highly organized, possessing keen attention to detail, and adept at prioritizing tasks for successful execution
• Confident, self-motivated, and committed to collaborative teamwork
• Demonstrated desire to acquire new knowledge and skills
• Motivated by the drive to exceed expectations
• Curious and comfortable adapting to new technologies, utilizing and staying up to date with AI