AI-Driven Senior Customer Success Leader – LATAM

HubSpot; Colombia; Remote; COP 463,668,000 - 662,383,000; Full time

Job summary

HubSpot is seeking a Senior Manager, Customer Success Management for LATAM, leading 13–16 CSMs across LATAM ES and Mexico from a remote Colombia basis. You will drive retention, expansion, and strategic programs while coaching teams to exceptional outcomes.

You will shape customer outcomes with data-driven decisions, build strong executive relationships, and scale processes with AI-powered operational rigor, all while aligning across Sales, Partners, and Contract Management.

Qualifications

• 3+ years of management experience leading CSM teams in complex, multi-market environments.
• Proven leadership ability to coach, influence, develop, motivate, and empower employees to achieve their best while maintaining high team 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.
• Expertise in building strong, multi-threaded relationships at different levels of the customer organization, from executive decision-makers to day-to-day influencers.
• A track record of defining performance standards for a team, not just managing to them.
• A track record of hitting goals and aligning a team around key growth metrics.
• Ability to communicate effectively in small and large groups, including with senior leadership.
• Organized with deep attention to detail when it matters.
• Self-motivated, decisive, and experienced leading teams through organizational change and ambiguity.
• Experience working effectively with all levels of management.
• Proven track record leading initiatives across multiple functions.

Responsibilities

• Drive Revenue Retention and Growth: You will be accountable for the gross retention, adoption, and expansion of customers across diverse markets.
• Build and Develop High-Performing Teams: Hire, coach, and empower CSMs to deliver strong results.
• Set the Talent Bar: Define what great looks like for CSMs in the LATAM context and coach toward that bar consistently.
• AI-Powered Operational Excellence: Oversee recruitment, training, capacity planning, and quality assurance with AI and data.
• Strategic Program Ownership: Lead high-impact regional initiatives and cross-functional goals end-to-end.
• Customer Advocacy and Escalation Point: Serve as a second-level escalation point for customer concerns and ensure the voice of the customer is heard.
• Drive Organizational Change: Take ownership of alignment during strategy shifts and adapt quickly.

Skills

Management experience

Coaching

Data-driven decisions

AI awareness

Cross-functional collaboration

Financial metrics

Job description

HubSpot is seeking a Senior Manager, Customer Success Management for LATAM, leading 13–16 CSMs across LATAM ES and Mexico from a remote Colombia basis. You will drive retention, expansion, and strategic programs while coaching teams to exceptional outcomes.

You will shape customer outcomes with data-driven decisions, build strong executive relationships, and scale processes with AI-powered operational rigor, all while aligning across Sales, Partners, and Contract Management.