POS-33274

If your idea of Customer Success is rooted in an intrinsic motivation to help others find solutions to their challenges, we should talk. HubSpot's mission is to help millions of organizations grow better. Our team is committed to delivering exceptional experiences and long-term value to our customers by fostering trust and offering expert guidance on the HubSpot platform. The end result: increased value, satisfaction, and continued customer loyalty (retention). 

As a Senior Customer Success Manager, you'll enjoy unparalleled autonomy, take ownership of your projects, and be devoted to helping each customer unlock the full potential of HubSpot. In this role, you'll have ample opportunities for career advancement, with a strong emphasis on skill enhancement and a clear, performance-driven pathway for progression.

Experience and qualifications

• Trilingual in Portuguese, English & Spanish is required as you will be working with the Brazilian market.
• Relevant experience managing, nurturing, and scaling customer relationships in a quota or retention-carrying role, with a demonstrated ability to handle accounts of varying complexity, including Mid-Market and Corporate customers with layered business needs and multiple stakeholders.
• Skilled in forecasting retention risks and implementing effective mitigation strategies, including the ability to identify risk signals early, escalate with precision, and lead recovery conversations at the account level.
• Proven ability to navigate complex organizational structures, building relationships across multiple levels of a customer's business, from day-to-day champions to senior executives and C-suite stakeholders, and positioning as a trusted strategic partner at each level.
• Adept at preparing for and leading executive business reviews, translating platform metrics and ROI into the language of business outcomes that resonate with VP- and C-level audiences.
• Exceptional proficiency in verbal and written communication, adept at presenting strategies in person, over the phone, and through email, including in high-stakes or ambiguous customer situations that require clarity, composure, and executive presence.
• Highly organized, possessing keen attention to detail, and adept at prioritizing tasks for successful execution across a complex book of business.
• Confident, self-motivated, and committed to collaborative teamwork, including cross-functional coordination with Sales, Support, and leadership when accounts require escalated attention.
• Demonstrated desire to acquire new knowledge and skills, with an ability to transfer that learning to customers and teammates alike.
• Motivated by the drive to exceed expectations, particularly in environments where the bar is high and the work is ambiguous.
• Curious and comfortable adapting to new technologies, utilizing and staying up to date with AI.

Responsibilities:

Book of Business Management:

• 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. 

Customer Engagements:

• 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

Cross-Collaboration:

• 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.