Senior Customer Success Manager, Brazil Accounts

Hubspot; Bogotá; Presencial; COP 8.000.000 - 12.000.000; Jornada completa

Descripción de la vacante

HubSpot in Bogotá, Colombia is seeking a Senior Customer Success Manager for Brazil accounts. You will own a high-touch book of business, nurture relationships across mid-market and corporate clients, and drive retention and value.

You will lead executive business reviews, coordinate with Sales and Support, and mentor junior teammates while staying ahead with AI-enabled insights to expand product adoption.

Formación

• Trilingual in Portuguese, English & Spanish required for Brazilian market.
• Experience managing, nurturing, and scaling customer relationships in quota or retention roles.
• Forecast retention risks and implement mitigation strategies with executive outreach.
• Ability to navigate complex organizations and partner with senior stakeholders.
• Proven ability to translate ROI into business outcomes for C-level audiences.

Responsabilidades

• Own a complex book of business with high-touch service and quarterly action plans.
• Accountable for forecasting notes and renewal plans for six-month windows.
• Engage customers by phone, email, and meetings to maximize value and adoption.
• Collaborate with Sales, Support, and leadership to drive renewals and growth.
• Mentor new team members and share best practices across the team.

Conocimientos

Trilingual Portuguese-English-Spanish

Forecasting retention risks

Executive stakeholder management

Strong communication

Cross-functional collaboration

Account management experience

Descripción del empleo

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Senior Customer Success Manager, Brazil Accounts

Account Management

Bogotá, Colombia

POS-33274

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 is committed to delivering exceptional experiences and long-term value to our customers by fostering trust and offering expert guidance on the HubSpot platform. The end result: increased value, satisfaction, and continued customer loyalty (retention).

As a Senior Customer Success Manager, you'll enjoy unparalleled autonomy, take ownership of your projects, and be devoted to helping each customer unlock the full potential of HubSpot. In this role, you'll have ample opportunities for career advancement, with a strong emphasis on skill enhancement and a clear, performance-driven pathway for progression.

Experience and qualifications

• Trilingual in Portuguese, English & Spanish is required as you will be working with the Brazilian market.
• Relevant experience managing, nurturing, and scaling customer relationships in a quota or retention-carrying role, with a demonstrated ability to handle accounts of varying complexity, including Mid-Market and Corporate customers with layered business needs and multiple stakeholders.
• Skilled in forecasting retention risks and implementing effective mitigation strategies, including the ability to identify risk signals early, escalation with precision, and lead recovery conversations at the account level.
• Proven ability to navigate complex organizational structures, building relationships across multiple levels of a customer's business, from day-to-day champions to senior executives and C-suite stakeholders, and positioning as a trusted strategic partner at each level.
• Adept at preparing for and leading executive business reviews, translating platform metrics and ROI into the language of business outcomes that resonate with VP- and C-level audiences.
• Exceptional proficiency in verbal and written communication, adept at presenting strategies in person, over the phone, and through email, including in high-stakes or ambiguous customer situations that require clarity, composure, and executive presence.
• Highly organized, possessing keen attention to detail, and adept at prioritizing tasks for successful execution across a complex book of business.
• Confident, self-motivated, and committed to collaborative teamwork, including cross-functional coordination with Sales, Support, and leadership when accounts require escalated attention.
• Demonstrated desire to acquire new knowledge and skills, with an ability to transfer that learning to customers and teammates alike.
• Motivated by the drive to exceed expectations, particularly in environments where the bar is high and the work is ambiguous.
• Curious and comfortable adapting to new technologies, utilizing and staying up to date with AI.

Responsibilities:

Book of Business Management:

• Deep understanding of core metrics and role expectations and ability to execute against those metrics by developing strategic action plans on a quarterly basis.
• Primary ownership and accountability for complex customers who require higher-touch service.
• Formalize Book of Business management strategy by segmenting customers based on risk and growth. Outline tactics to mitigate churn and collaborate with cross functional teams to maximize growth
• Accountable for maintaining accurate forecasting notes, inclusive of future mitigation and outreach plans, for customers renewing within six months.

Customer Engagements:

• Engage customers with phone calls regularly, both scheduled and ad hoc, to ensure they derive maximum value from their investment in HubSpot
• Demonstrate proficiency in understanding and addressing customers' advanced technical needs, resolving inquiries by connecting them with the appropriate resources internally.
• Collaborate with customers to define success criteria and outline plans to achieve their goals, sharing accountability for their success
• Proactively identify and cultivate opportunities to expand customers' utilization of HubSpot's product suite and professional services.
• Monitor customer health and create risk mitigation plans as necessary

Cross-Collaboration:

• Cultivate strong relationships with key decision-makers and stakeholders across various customer teams.
• Collaborate closely with other HubSpot teams to drive adoption and ensure successful customer renewals.
• Act as a mentor to onboard and support new team members.
• Lead by example in developing best practices within the team to enhance our processes' quality, effectiveness, and efficiency.

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

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 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

If you need accommodations or assistance due to a disability, please reach out to ususing this form .

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 Diversitypagehere .

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

HubSpot may use AI to help screen or assess candidates, but all hiring decisions are always human. More information can be foundhere . 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.

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