Manager, UK/I Customer Success Management

Job Description

Manager, UK/I Customer Success Management

The Role

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 value. We are looking for someone that is effective, adaptable, flexible and analytical and that can help lead our CSM team as we expand our footprint in the region.

This role is available in the UK with an option for @office, @flex, or @home

In this role you’ll get to:

• Manage approximately 8-10 members of the CSM Team
• Coordinate with recruiting and internal teams to recruit, hire, and train new people
• Maintain a high level of team engagement and motivation
• Display an ability to build confidence and trust in your direct reports
• Support and direct new and experienced CSMs in strategies to help customers getting fast and easy value from HubSpot in support of their goals
• Be accountable for the health and retention of customers
• 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
• 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 regional, 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:

• Fluency in English
• Extensive experience working in a people management role
• Extensive experience recruiting, coaching, and developing team members
• Experience managing a customer success or partner/channel 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 and comfortable and experienced in change management
• Proven and consistent track record of executing against growth 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

We know the confidence gap and impostor 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.

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, 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 your Product Group Summit and other 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

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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 an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot’s connected platform enables businesses to grow faster by focusing on what matters most: customers.

At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.

We’re building a company where people can do their best work. We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.

Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.

Explore more:

• HubSpot Careers
• Life at HubSpot on Instagram

HubSpot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be found here. By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. We may use CLEAR ID Verification during the hiring process to confirm your identity and help maintain a safe, secure, and trusted experience for all candidates. Refer to HubSpot’s Recruiting Privacy Notice for details on data processing and your rights.