Senior Customer Success Manager, Mid-Market

If your idea of Customer Success is rooted in an intrinsic motivation to help others find solutions to their challenges, we should talk. HubSpot's mission is to help millions of organizations grow better. Our team is committed to delivering exceptional outcomes and long-term value to our customers by fostering trust and offering expert guidance on the HubSpot platform. The end result: increased value, satisfaction, and continued customer loyalty (retention). 

As a Senior Customer Success Manager, you'll play a key role in helping our customers maximize the value of HubSpot. You'll have the opportunity to develop innovative strategies while working towards clearly defined performance goals. We believe in recognizing and rewarding top performers, and this role offers a competitive path for career advancement based on individual and team achievements.

Experience and qualifications

• 3+ years of SaaS experience in a customer-facing role (e.g., Customer Success, Account Management) with a proven track record of managing and growing customer relationships within a quota or retention framework.
• Expertise in identifying and mitigating customer churn risks, developing and implementing effective retention strategies.
• Excellent communication and presentation skills, with the ability to effectively convey complex information to diverse audiences across multiple channels (in-person, phone, and email).
• Highly organized and detail-oriented, with proven ability to prioritize and manage multiple projects simultaneously to achieve successful outcomes.
• Collaborative team player with a proactive and results-oriented approach.
• A commitment to continuous learning and professional development.
• Driven to achieve and surpass performance goals.

Responsibilities:

Book of Business Management:

• Develop and execute strategic action plans aligned with core performance metrics and role expectations, driving measurable improvements in customer retention and growth.
• Own and manage a portfolio of complex, high-touch customers, providing tailored support and strategic guidance to maximize their HubSpot investment.
• Implement a formalized Book of Business management strategy, segmenting customers by risk and growth potential to proactively mitigate churn and identify expansion opportunities.
• Maintain accurate and detailed forecasting notes, including proactive mitigation and outreach plans.

Customer Engagements:

• Conduct regular, proactive customer calls (both scheduled and ad-hoc) to ensure customers realize the full value of their HubSpot investment and achieve their desired outcomes.
• Effectively address complex technical inquiries, leveraging internal resources and expertise to provide timely and accurate solutions.
• Partner with customers to define clear success criteria and …