HubSpot Hiring For Manager, Customer Success Strategy and Operations at Remote Work Full Time

The Customer Success Strategy and Operations (CSSO) team at HubSpot is charged with “empowering the Customer Success organization to help millions of customers grow better.”  As part of this mission, the team is responsible for defining and driving the Customer Success strategy from concept through execution. To help fuel HubSpot’s growth, we are looking for a leader to work closely with Services and ICX leadership and drive strategic planning and ongoing operations of these teams.

We are looking for someone with a proven track record of developing high-performing teams teams, as well as success driving change to continuously enhance overall performance. The ideal candidate is a big thinker and a change agent, comfortable with a dynamic environment and readily shifting gears between ‘big-picture’ thinking and small-but-critical details. They are eager to create innovative and actionable plans that improve customer outcomes while decreasing the cost to serve. You are excited about developing and continuously improving business processes, and you’re eager to drive change management in the context of a rapidly evolving SaaS business.

In this role, you’ll get to:

• Build, lead, and develop a strong team of Strategy and Operations Analysts 
• Act as global primary point of contact for strategy and operations within Customer Success
• Partner and influence senior leaders on matters of significance to establish effective strategic plans and objectives
• Make final decisions on administrative or operational matters; implement mechanisms to ensure effective accountability and achievement of objectives
• Understand global demands and nuances, and partner with regional leaders to solve for those needs
• Manage overall planning, staffing, budgeting, and priorities across Customer Success; 
• Recommend and implement changes to business processes
• Work on complex issues where analysis of situations or data requires an in-depth knowledge of the company
• Ensure budgets and schedules meet corporate requirements
• Evangelize and represent Customer Success across cross-functional initiatives at all levels
• Maintain a roadmap of Customer Success initiatives
• Prioritize and adapt to drive key initiatives in a fast-paced business unit
• Collaborate with other Customer Success Strategy & Operations teams to develop, implement, and iterate on a holistic customer strategy

We are looking for people who:

• Are strong people leaders
• Prior experience managing analytical teams
• Are passionate about the HubSpot customer experience and helping people
• Are never satisfied and always see ways to grow and improve yourself and your team
• Are goal and results-oriented, with a proven track record of success leading large scale change
• Thrive in a fast-paced working environment, can pivot and work autonomously
• Have strong business acumen – able to link your work to customer goals
• Have excellent collaboration, prioritization, and project management skills 
• Are superb communicators: cross-functionally, laterally and vertically
• Are energized by solving hard, ambiguous problems
• Are forward thinking and acting – you see potholes down the road and proactively fill them
• Have experience owning all stages of program and change management, from ideation and hypothesis testing through gaining executive buy-in and field execution.
• Have world-class project management skills (e.g., multi-quarter engagements, 5+ parallel work streams, 20+ project participants, etc.), extreme attention to detail, and a self-starter mentality who possesses the intellectual curiosity and ability to solve problems.
• Demonstrate bias for action; the successful candidate will be able to prioritize to balance the need for analysis with the imperative to deliver results.
• Have a good balance of business and technical/analytical experience and expertise; exceptional analytical skills is critical (working knowledge of basic statistics, regression analysis, etc, along with strong experience using pivot tables and the like to conduct analysis informing business strategy; SQL skills a plus).

Cash compensation range: 118000-189000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy from Katie Burke, HubSpot’s Chief People Officer.

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, all HubSpotters are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.