Senior Manager, Customer Success Management
New
H
HubSpotCustomer success
Remote - ColombiaFull-TimeManager
Salary273,141,180 - 437,120,000 COP per year
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Job Details
- Experience
- 3+ years of management experience leading CSM teams in complex, multi-market environments.
- Required Skills
- Artificial IntelligenceCross-functional Team LeadershipTeam managementCoaching
Requirements
- Have 3+ years of management experience leading CSM teams in complex, multi-market environments.
- Demonstrate the ability to coach, influence, develop, motivate, and empower employees while maintaining team morale.
- Use AI and data to assess performance, make data-driven decisions, and identify opportunities to improve customer success.
- Understand business financial metrics, revenue drivers, and ROI models.
- Build multi-threaded relationships across customer organizations, from executive decision-makers to day-to-day influencers.
- Define team performance standards and coach CSMs toward those standards.
- Show a track record of meeting goals and aligning teams around growth metrics.
- Communicate effectively with groups of different sizes, including senior leadership.
- Lead teams through organizational change and ambiguity.
- Lead initiatives across multiple functions.
Responsibilities
- Lead a group of 13–16 Customer Success Managers across multiple markets.
- Drive gross retention, customer adoption, and account expansion across the region.
- Identify at-risk accounts and guide strategies to support long-term customer success.
- Hire, coach, and develop CSMs, setting performance standards and measurable goals.
- Oversee recruitment, training, capacity planning, and quality assurance.
- Use AI and data to evaluate and improve customer success practices.
- Lead regional customer programs, adoption initiatives, and process improvements.
- Coordinate cross-functional initiatives with Sales, Partners, and Contract Management.
- Serve as a second-level escalation point and represent customer concerns across departments.
- Lead team alignment and adaptation through changes in strategy, programs, or organization.
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