Lead Customer Onboarding Specialist
Our mission at HubSpot is to help millions of organizations grow better. As a Lead Customer Onboarding Specialist (Lead COS), you'll operate as the most senior individual contributor on the Customer Onboarding team, setting the standard for how HubSpot delivers complex, strategic implementations. You'll move beyond execution to architect cross-Hub, multi-region solutions, secure executive alignment, and codify repeatable frameworks that scale impact. Through mentorship, thought leadership, and deep product expertise, you'll help customers achieve faster time-to-value while elevating onboarding excellence across the team. What You'll Do • Lead and oversee multiple, complex, and strategic customer implementations, ensuring consistent quality and adherence to evolving delivery standards. • Architect sophisticated cross-Hub, multi-region onboarding solutions, clearly articulating trade-offs, risks, and dependencies. • Drive executive-level discovery and alignment across layered stakeholder groups to accelerate time-to-value and long-term adoption. • Quantify and communicate value realization to senior and executive stakeholders, helping customers achieve solution mastery and measurable outcomes. • Anticipate technical, operational, and change-management dependencies (e.g., data migration, integrations, process shifts) and proactively align delivery plans. • Define, document, and evolve onboarding standards, playbooks, and frameworks that significantly increase efficiency and impact across the team. • Coach and mentor peers on advanced discovery, project management, change management, and executive communication best practices. • Influence HubSpot's product roadmap by evangelizing customer insights and product depth through internal enablement and customer-facing forums. What You'll Bring Required Qualifications • 5+ years of experience consulting customers through end-to-end implementation and strategic adoption of SaaS platforms, or equivalent experience. • Demonstrated success leading or overseeing multiple concurrent, high-complexity customer implementations. • Expert-level mastery of the HubSpot platform, including architecting cross-Hub solutions for diverse customer needs. • Proven ability to build trusted relationships with senior and executive stakeholders and influence strategy through data-informed insights. • Experience mentoring or coaching peers, with a strong foundation in project management, change management, and communication excellence. Nice-to-Have Qualifications • Experience working with multi-region or global customer teams. • Background contributing to enablement resources, internal standards, or scalable onboarding frameworks. • Thought leadership through speaking, writing, or participation in industry or customer forums. Where You'll Work • Location: United States • Work Type: Remote Application Requirements • Applications must be submitted in English. • Cover letters are not required. 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 HubSpot, 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 HubSpot 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 HubSpot's Career Diversity page here. India Applicants: link to HubSpot India's equal opportunity policy here. About HubSpot HubSpot (NYSE: HUBS) is 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. At HubSpot, 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, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world. Explore more: • HubSpot Careers • Life at HubSpot on Instagram HubSpot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found here. 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