Senior Customer Success Manager
New
H
HubSpotCustomer success software
This role is open in office, hybrid or fully remote in the United StatesFull-TimeSenior
SalaryAnnual Cash Compensation Range: $100,300 — $150,500 USD. The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles.
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Job Details
- Required Skills
- Artificial IntelligenceCustomer Success
Requirements
- Experience managing, nurturing, and scaling customer relationships in a quota- or retention-carrying role.
- Skill in forecasting retention risks and implementing mitigation strategies.
- Strong verbal and written communication, including presenting strategies in person, by phone, and by email.
- Strong organization, attention to detail, and task prioritization.
- Ability to collaborate as part of a team.
- Demonstrated interest in acquiring new knowledge and skills.
- Comfort adapting to new technologies and using and staying current with AI.
Responsibilities
- Develop quarterly action plans based on core metrics and role expectations.
- Own complex customers that require higher-touch service.
- Segment customers by risk and growth, plan churn mitigation, and collaborate with cross-functional teams to maximize growth.
- Maintain accurate forecasting notes and future mitigation and outreach plans for customers renewing within six months.
- Engage customers regularly by phone to help them realize value from HubSpot.
- Address customers’ advanced technical needs and connect them with appropriate internal resources.
- Define success criteria and plans with customers, sharing accountability for their success.
- Identify opportunities to expand customers’ use of HubSpot products and professional services.
- Monitor customer health and create risk mitigation plans as needed.
- Build stakeholder relationships, support adoption and renewals, and mentor new team members.
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