POS-31396

This role is open in our Cambridge office, hybrid working for fully remote within the U.S.

If your idea of Customer Success is rooted in an intrinsic motivation to help others find solutions to their challenges, we should talk. Hub Spot'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 Hub Spot platform. The end result: increased value, satisfaction, and continued customer loyalty (retention).

As a Senior Customer Success Manager on our Mid-Market you'll enjoy unparalleled autonomy, take ownership of your projects, and be devoted to helping each customer unlock the full potential of Hub Spot. 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

• 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

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 Hub Spot

• 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 Hub Spot'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 Hub Spot 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.

Pay & Benefits

The cash compensation below includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under Hub Spot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in Hub Spot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are tailored to your skills, experience, qualifications, and other job-related reasons.

This resource will help guide how we recommend thinking about the range you see. Learn more about Hub Spot’s compensation philosophy.

Benefits are also an important piece of your total compensation package. Explore the benefits and perks Hub Spot offers to help employees grow better.

At Hub Spot, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

Annual Cash Compensation Range:$90,000—$135,000 USD

We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form.

At Hub Spot, we value both flexibility and connection. Whether you’re a Remote employee or work from the Office, we want you to start your journey here by building strong connections with your team and peers. If you are joining our Engineering team, you will be required to attend a regional Hub Spot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events, such as your Product Group Summit and other gatherings, to continue building on those connections.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Germany Applicants: (m/f/d) - link to Hub Spot's Career Diversity page here.

India Applicants: link to Hub Spot India's equal opportunity policy here.

About Hub Spot

Hub Spot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. Hub Spot's connected platform enables businesses to grow faster by focusing on what matters most: customers.

At Hub Spot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.

We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.

Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, Hub Spot is headquartered in Cambridge, MA, with employees and offices around the world.

Explore more:

• Hub Spot Careers

• Life at Hub Spot on Instagram

Hub Spot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found here. By submitting your application, you agree that Hub Spot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to Hub Spot's Recruiting Privacy Notice for details on data processing and your rights.