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Senior Manager, Customer Success Management
Contract type
Ongoing
Work mode
Remote
Experience
Mid-level · 3+ years
Job description
Senior Manager of Customer Success (LATAM) at HubSpot, leading a group of 13-16 Customer Success Managers across LATAM ES and Mexico regions to drive customer retention, adoption, and growth.
At a glance
- Work mode
- Remote
What you'll do
- Drive gross retention, adoption, and expansion of customers across diverse markets
- Work with the team to identify at-risk accounts early and drive strategies that ensure long-term success
- Hire, coach, and empower CSMs to deliver strong results
- Define what great looks like for CSMs at this level and ensure that definition is understood and lived by the team
- Oversee operational rigor including recruitment, training, capacity planning, and quality assurance
- Leverage AI and data to evaluate and improve customer success practices
- Lead high-impact regional initiatives such as launching new customer programs, introducing adoption initiatives, or optimizing processes
- Lead cross-functional goals end-to-end, bringing in Sales, Partners, and Contract Management as needed
- Serve as a second-level escalation point for customer concerns and ensure the voice of the customer is heard across departments
- Drive organizational change within the CS function, helping CSMs understand the why behind changes and adapt quickly
What we're looking for
- 3+ years of management experience leading CSM teams in complex, multi-market environments
- Proven leadership ability to coach, influence, develop, motivate, and empower employees to achieve their best while maintaining high team morale
- Ability to use AI and data to understand performance and make data-driven decisions to identify and implement new opportunities to drive customer success
- Strong understanding of business financial metrics, revenue drivers, and ROI models
- Expertise in building strong, multi-threaded relationships at different levels of the customer organization, from executive decision-makers to day-to-day influencers
- A track record of defining performance standards for a team, not just managing to them
- A track record of hitting goals and aligning a team around key growth metrics
- Ability to communicate effectively in small and large groups, including with senior leadership
- Organized with deep attention to detail when it matters
- Self-motivated, decisive, and experienced leading teams through organizational change and ambiguity
- Experience working effectively with all levels of management
- Proven track record leading initiatives across multiple functions
Your team
Customer Success (LATAM)
Group of 13-16 Customer Success Managers across LATAM ES and Mexico regions
Apply
About HubSpot
An AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service
HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers. HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.
Key facts
- Cambridge, MA
- NYSE: HUBS
- Recognized globally for award-winning culture by Comparably, Glassdoor, Fortune, and more
- Culture grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART
What they value
- Solve for the Customer
- Be Bold
- Learn Fast
- Align, Adapt & Go!
- Deliver with HEART