POS-29342

As the Senior Manager of the Principal Customer Success, Strategic Accounts team, you will be responsible for hiring, developing, coaching, and leading a team of Principal Customer Success Managers (CSMs) focused on helping HubSpot’s Corporate customers grow better.
You will partner cross-functionally with sales, contract management, onboarding, technical support, product, and other teams to deliver a first-class customer experience and help drive long-term customer retention and growth with HubSpot.

IN THIS ROLE YOU’LL GET TO

• Lead a team of 8-10 Principal CSM’s that is dedicated to delivering a remarkable total customer experience, measured by Retention and Expansion
• Support and direct new and existing Principal CSMs in strategies to build durable customer value
• Serve as a coach and a leader, helping to develop the skills of your team as they grow in their career
• Manage day-to-day operations of your team including: maintaining an accurate forecast, managing escalations from your direct reports, ensuring the delivery of high quality engagements throughout the customer lifecycle, and ensuring teams properly document activities in a timely manner
• Champion initiatives to foster diversity, inclusion and belonging within the team and among peers in management
• Analyze customer and performance data to make informed decisions about operational and process changes
• Contribute to and co-manage segment and organization-wide initiatives to enable CSMs and drive value for customers
• Drive AI adoption with your team to optimise performance and productivity