Manager, Customer Success - Lead High-Performing Teams to Drive Long-Term Customer Happiness and Business Growth

Unlock Your Potential as a Customer Success Leader at HubSpot At HubSpot, we're on a mission to help businesses grow better by providing a leading customer relationship management (CRM) platform that empowers marketing, sales, service, and website management. As a Manager, Customer Success, you'll play a pivotal role in driving customer satisfaction, retention, and long-term happiness. Join our dynamic team and be part of a company that's been recognized as the #2 Best Place to Work on Glassdoor in 2022. About the Role We're seeking an exceptional leader to manage our UK/I Customer Success team, comprising 10-12 Customer Success Managers. As a seasoned professional with a passion for customer success, you'll be responsible for hiring, training, coaching, and managing a high-performing team in a fast-paced and rapidly changing environment. Your expertise will help build a world-class team, execute customer retention strategies, and drive sustainable business growth. Key Responsibilities Manage and lead a team of 10-12 Customer Success Managers in the EMEA UK/I (Small Business) region, fostering a culture of excellence and collaboration. Coordinate with recruiting and internal teams to attract, hire, and train top talent, ensuring the team is equipped to deliver exceptional customer experiences. Serve as a coach and leader, developing the skills of your team members to achieve their metrics and career goals, and providing guidance on strategies to build lasting customer relationships. Maintain a high level of team engagement and motivation, driving confidence and trust among direct reports. Be accountable for the health and retention of 1,500-2,000 EMEA customers, proactively identifying areas for innovation and improvement within the CSM Team. Analyze customer and performance data to inform operational and procedural changes, maximizing efficiency in a constantly evolving environment. Manage day-to-day operations, goal setting, career development, performance management, and growth of team members, ensuring alignment with company objectives. Essential Qualifications To succeed in this role, you'll need: Experience working in a people management role, with a proven track record of leading high-performing teams. Fluency in English, with excellent communication and interpersonal skills. Experience recruiting, coaching, and developing team members, with a strong understanding of talent development and performance management. Proven leadership ability to motivate, influence, develop, and empower employees to achieve their best. Experience working effectively with all levels of management, handling customer escalations, and managing revenue numbers and forecasts. Self-motivated, entrepreneurial in nature, with a comfort level in change management and a ability to adapt quickly to new software and business requirements. Preferred Qualifications To stand out from the crowd, you'll ideally have: Experience managing a customer success team, with a deep understanding of customer success strategies and best practices. A consistent track record of executing against retention strategies and delivering target in excess of company expectations. Excellent leadership, organizational, and problem-solving/decision-making skills, with the ability to manage multiple projects while maintaining strict attention to detail. The ability to use data to analyze results and make data-driven decisions, driving business growth and customer satisfaction. What We Offer At HubSpot, we value flexibility and connection. As a Remote employee or office-based team member, you'll have the opportunity to build strong connections with your colleagues and peers. We offer: A competitive salary and benefits package. Opportunities for career growth and professional development. A dynamic and inclusive work environment that empowers people to do their best work. Access to cutting-edge technology and innovative products that help businesses grow better. A culture that prioritizes diversity, equity, and inclusion, with a commitment to creating a workplace where everyone can thrive. Our Culture At HubSpot, we're passionate about building a company culture that empowers people to do their best work. Our Culture Code has been viewed over 5 million times, and we're committed to creating a diverse and inclusive workplace. We believe in: Fostering a culture of transparency, trust, and respect. Empowering employees to take ownership and make a meaningful impact. Celebrating our differences and promoting inclusivity. Providing opportunities for growth and development. Ready to Apply? If you're a motivated and experienced leader with a passion for customer success, we want to hear from you. Don't let the confidence gap or imposter syndrome hold you back – apply today and join our dynamic team! By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. Our Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpot's use of your personal information. We look forward to welcoming you to the HubSpot team! Apply for this job