Customer Success Manager
SupportNinja
Senior Manager, Customer Success – Strategic Accounts
HubSpot
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇮🇪 Ireland
Visit company websiteSalary
💰 €88,000 - €141,000 per year
Job Level
Senior
About the role
- Drive Revenue Retention and Growth: You will be accountable for the gross retention, adoption, and expansion of customers across diverse markets. You’ll identify at-risk accounts early and drive strategies that ensure long-term success.
- Build and Develop High-Performing Teams: Hire, coach, and empower Managers to become strong leaders who, in turn, coach and enable their teams to deliver results. This means creating a culture where managers lead with clarity, purpose, and measurable goals.
- AI-Powered Operational Excellence: Oversee the operational rigour for your segment, including recruitment, training, capacity planning, and quality assurance. You'll leverage AI and data to evaluate and improve customer success practices.
- Strategic Program Ownership: Lead high-impact global and regional initiatives. Whether it's launching new customer programs, introducing adoption initiatives, or optimizing processes, you’ll act as the champion for innovation and growth across the CS function.
- Customer Advocacy & Escalation Point: Serve as the ultimate escalation point for customer concerns and ensure that the voice of the customer is heard across departments. You’ll forge strong internal relationships with teams in Sales, Product, Contract Management, and beyond to drive customer outcomes.
Requirements
- 5+ years of management experience, experience managing managers is preferable
- Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best while maintaining high employee morale
- Ability to use AI and data to understand performance and make data-driven decisions to identify and implement new opportunities to drive customer success
- Strong understanding of business financial metrics, revenue drivers, and ROI models. Ideally, this person can help shape how we deliver and communicate value and coach their teams on this.
- Someone with expertise in building strong, multi-threaded relationships at different levels of the customer organization, from executive decision-makers to influencers. They will need to be able to coach our team on how to do it next year and get us ready to go back to a growth focus.
- A track record of hitting your goals and aligning a team around key growth metrics
- Ability to communicate effectively in small and large groups
- Organised with deep attention to detail when necessary
- Self-motivated, decisive, and experienced in change management
- Experience working effectively with all levels of management
- Proven track-record leading initiatives across multiple functions
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AIdata analysiscustomer success practicesrevenue driversROI modelscapacity planningquality assuranceperformance evaluationstrategic program managementchange management
Soft skills
leadershipcoachinginfluencingmotivatingempoweringcommunicationorganizational skillsattention to detailself-motivationdecisiveness