Customer Success Manager
InterPayments
Senior Customer Success Manager, Mid-Market/Corporate
HubSpot
full-time
Posted on:
Location Type: Remote
Location: Remote • Massachusetts • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Develop strategic action plans quarterly based on core metrics to execute against role expectations.
- Own primary accountability for complex customers requiring higher-touch service.
- Formalize Book of Business management strategy by segmenting customers based on risk and growth and outline tactics to mitigate churn.
- Maintain accurate forecasting notes, including mitigation and outreach plans for customers renewing within six months.
- Engage customers with regular scheduled and ad hoc phone calls to ensure maximum value from HubSpot.
- Understand and address customers' advanced technical needs and connect them with appropriate internal resources.
- Collaborate with customers to define success criteria and outline plans to achieve their goals, sharing accountability.
- Proactively identify and cultivate opportunities to expand customers' utilization of HubSpot's product suite and professional services.
- Monitor customer health and create risk mitigation plans as necessary.
- Cultivate relationships with key decision-makers and stakeholders and collaborate closely with other HubSpot teams.
- Mentor and onboard new team members and lead by example to develop best practices.
Requirements
- Experience managing, nurturing and scaling customer relationships in a quota or retention-carrying role.
- Skilled in forecasting retention risks and implementing effective mitigation strategies.
- Exceptional proficiency in verbal and written communication, adept at presenting strategies in person, over the phone, and through email.
- Highly organized, possessing keen attention to detail, and adept at prioritizing tasks for successful execution.
- Confident, self-motivated, and committed to collaborative teamwork.
- Demonstrated desire to acquire new knowledge and skills.
- Motivated by the drive to exceed expectations.
- Curious and comfortable adapting to new technologies, utilizing and staying up to date with AI.
Benefits
- The cash compensation includes base salary, on-target commission for eligible roles, and annual bonus targets under HubSpot’s bonus plan.
- Some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs).
- Some roles may also be eligible for overtime pay.
- Benefits and perks (see HubSpot benefits and perks link).
- Professional development opportunities, career advancement, and skill enhancement.
- Flexible work arrangements (Remote (US) or Cambridge, MA) and hybrid work options.
- Accommodations for disabilities during the hiring process.
- In-person onboarding and events for certain teams (Engineering, Product).
- Transparent compensation practices.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer relationship managementforecastingrisk mitigationstrategic planningcustomer segmentationutilization expansiontechnical needs assessmentmentoringonboarding
Soft skills
verbal communicationwritten communicationorganizational skillsattention to detailtask prioritizationcollaborative teamworkself-motivationcuriosityadaptability
