Manager, Incentives & HC Management (CSSO)

 About the Team: The HubSpot Customer Success Strategy and Operations (CSSO) team is dedicated to enabling operational excellence and strategic decision-making across HubSpot's Customer Success organization. Our team is composed of analytical professionals focused on understanding and enhancing Customer Success strategy to positively impact our customers globally.

Role Overview: We are seeking a Manager of Success Strategy & Operations to join our CSSO team. This role will lead headcount and capacity planning as well as incentive plan design and management for the customer success organization. We are looking for someone with an innovative mindset to craft compelling headcount and incentive plans to optimize team performance, engagement, and retention, supporting a world-class CS organization.

In This Role, You'll Get To:

• Directly manage four (4) analysts: two (2) focusing on customer success headcount and capacity planning, and two (2) focusing on customer success compensation and incentives.
• Own strategy, processes, and communications for headcount, hiring, attrition, and compensation/incentives within the customer success organization.
• Lead strategic planning for headcount and capacity within the customer success team to ensure optimal resource allocation.
• Design and manage incentive plans to drive performance and align with business goals.
• Partner with Success VPs and Directors to drive optimal resource allocation and performance to maximize customer satisfaction and retention.
• Act as the primary stakeholder to Finance, Workforce Planning, Recruiting, Legal, and the Customer Success Leadership team.
• Drive and consult during the invest/divest process along with Field Success Ops (FSO) teams within CSSO for expense/efficiency annual planning.
• Act as a consultative resource, influencing business functions to understand metrics and their impact on the business.
• Partner with analysts to create narratives around business and program performance, and ensure robust reporting infrastructure.

We Are Looking For Someone Who Is:

• A strategic thinker with the ability to dive into details and a passion for taking ideas from analysis to execution in collaboration with cross-functional stakeholders.
• Strong analytically, capable of identifying trends and crafting performance narratives.
• Proven in finance, strategy, operations, or consulting within the technology/SaaS industry.
• Effective in people management and mentorship; 1-3 years of people management experience.
• Excellent in stakeholder management and communication.
• Skilled in business consulting, strategic planning, analysis, organization, and project management.
• Comfortable leveraging data to inform decision-making and influence strategy.
• Experienced in leading headcount/capacity planning …