Customer Success Manager

HubSpot; Canada; Hybrid; CAD 72,000 - 108,000; Full time

Job summary

A global software company in Canada seeks a Customer Success Manager to enhance the post-sale experience for approximately 160 customers. This role involves managing customer relationships, ensuring they derive maximum value from services, and proactively addressing potential issues. Ideal candidates will demonstrate strong passion for customer success, excellent communication skills, and a metrics-driven approach to managing customer health. The position offers competitive compensation including base salary and potential commissions.

Qualifications

• Passion for Customer Success and post-sale experience for about 160 customers.
• Obsessed with metrics and quantifying the business impact of daily activities.
• Excellent communication skills to discuss customer health and product utilization.

Responsibilities

• Manage a book of business, creating action plans for customer retention and growth.
• Engage customers daily to maximize their value from HubSpot services.
• Collaborate with key customer stakeholders and internal teams to promote adoption.

Skills

Customer Success

Metrics analysis

Communication skills

Problem-solving

Job description

Overview

Join to apply for the Customer Success Manager role at HubSpot. If your idea of Customer Success is rooted in an intrinsic motivation to help others find solutions to their challenges, we should talk. HubSpot's mission is to help millions of organizations grow better. Our team aims to drive an exceptional experience and sustained value for HubSpot customers through building trust and consulting on the HubSpot software. The outcome is increased value, satisfaction, and renewal of the customer.

Responsibilities

• Book of Business Management
  • Quickly grasp the core metrics and expectations of the role and execute against those metrics and leading indicators.
  • Own and be held accountable for the customer’s post-sale experience.
  • Formalize your book of business management, creating action plans for risky customers while simultaneously identifying and realizing growth opportunities.
• Customer Engagements
  • Engage multiple customers via phone calls – scheduled and ad hoc – daily to ensure they are maximizing the value from their investment in HubSpot.
  • Monitor customer health and create risk mitigation plans where appropriate.
  • Cross‑Collaboration
    • Establish relationships with key customer stakeholders – decision makers and various points of contact – across multiple teams.
    • Collaborate with other HubSpot teams internally, and with leadership, to promote adoption and secure customer renewals.
    • Develop and share best practices with team members to promote a culture of continuous improvement, and high‑quality work for customer growth and satisfaction.

  Experience and Qualifications

  • Passion for Customer Success, and owning the post‑sale customer experience for ~160 customers. Prior experience with owning and maintaining a book of business in a quota or retention‑carrying role is a plus.
  • Is obsessed with metrics, and can quantify the impact of their day‑to‑day to business outcomes.
  • Excellent written and verbal communication skills, able to speak to customers about their health and product utilization over the phone on a daily basis.
  • Demonstrated desire to learn about technology solutions, and adapt to a rapidly changing customer segment. Knowledge of the HubSpot platform is a plus.
  • Embraces challenges, displays perseverance, and has a track record of hitting ambitious performance targets.

  Pay & Benefits

  The cash compensation below 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, 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. Individual compensation packages are tailored to your skills, experience, qualifications, and other job‑related reasons.

  Annual Cash Compensation Range: $72,000—$108,000 CAD

  Equal Employment Opportunity Statements

  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) – HubSpot's Career Diversity page.

  India Applicants: HubSpot India's equal opportunity policy.

  Additional Information

  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. Refer to HubSpot's Recruiting Privacy Notice for details on data processing and your rights.