Manager, Customer Success (Small Business, UK/I market)

Manager, Customer Success Manager UK/I Market

As a Manager of our UK/I Customer Success team, you will be responsible for hiring, training, coaching, and managing a team of new and established Customer Success Managers in a fast-paced and rapidly changing environment. In this role, you will work closely with Customer Success leadership to help build a team of world-class CSMs, while executing and improving customer retention playbooks. As part of our customer success-focused, results-driven organization you’ll be responsible for maintaining a high standard of customer experience and driving sustainable, long-term customer happiness. We are looking for someone that is effective, adaptable, flexible and analytical.

This role is available in office, hybrid working or fully remote in our EMEA locations

In This Role You’ll Get To
• Manage approximately 10-12 members of the EMEA UK/I (Small Business) CSM Team
• Coordinate with recruiting and internal teams to recruit, hire, and train new... people
• Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their metrics and career goals
• Maintain a high level of team engagement and motivation
• Display an ability to build confidence and trust in your direct reports
• Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers
• Be accountable for the health and retention of 1,500-2,000 EMEA customers
• Proactively identify areas for innovation and improvement within the CSM Team, and drive collaborative developments within our existing playbooks
• Manage day-to-day operations, goal setting, career development, performance management, and growth of team members
• Analyze customer and performance data to make informed decisions about operational and procedural changes
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired

We Are Looking For People Who Have
• Experience working in a people management role
• Fluency in English
• Experience recruiting, coaching, and developing team members
• Experience managing a customer success team is a distinct advantage
• Proven leadership ability to motivate, influence, develop and empower employees to achieve their best
• Experience working effectively with all levels of management
• Experience handling customer escalations
• Experience managing a revenue number and maintaining a forecast
• Self-motivated, entrepreneurial in nature, comfortable and experienced in change management
• Proven and consistent track record of executing against retention strategies and delivering target in excess of company expectations
• Excellent leadership, organizational and problem solving/decision making skills
• Ability to manage multiple projects while maintaining strict attention to details
• Ability to adapt quickly to new software and constantly changing business requirements
• Use data to analyze results and make data-driven decisions
• Ability to communicate effectively in small and large groups

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need accommodations or assistance due to a disability, please reach out to us using this form. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee, or work from the Office, we want you to start your journey here by building strong connections with your team and peers.

If you are joining our Engineering team in a full-time role, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as HubSpot’s annual PEER week, your Product Group Summit, and other in-person gatherings to continue building on those connections.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements.

Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

India Applicants: link to HubSpot India's equal opportunity policy here.

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022 and has been recognized for its award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees across the globe work remotely and in HubSpot offices. Visit our careers website to learn more about the culture and opportunities at HubSpot.

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