Overview

Senior Manager, Customer Success (Strategic Accounts) role at HubSpot. We are looking for a strategic, results-oriented AI-first leader to serve as the Senior Manager of Customer Success (EMEA & APAC) at HubSpot, responsible for engaging, retaining, and growing our customer base across the EMEA & APAC region. This role will involve managing a group of Managers who lead Customer Success Managers (CSMs) to ensure long-term customer retention and sustainable growth. You will lead by example, make data-driven decisions, foster a high-performance culture, and drive the vision for the future of Customer Success at HubSpot.

What You’ll Do

• Drive Revenue Retention and Growth: You will be accountable for the gross retention, adoption, and expansion of customers across diverse markets. You’ll identify at-risk accounts early and drive strategies that ensure long-term success.
• Build and Develop High-Performing Teams: Hire, coach, and empower Managers to become strong leaders who coach and enable their teams to deliver results. Create a culture where managers lead with clarity, purpose, and measurable goals.
• AI-Powered Operational Excellence: Oversee operational rigor for your segment, including recruitment, training, capacity planning, and quality assurance. Leverage AI and data to evaluate and improve customer success practices.
• Strategic Program Ownership: Lead high-impact global and regional initiatives, launching new customer programs, adoption initiatives, or process optimizations to drive innovation and growth across the CS function.
• Customer Advocacy & Escalation Point: Serve as the primary escalation point for customer concerns and ensure the voice of the customer is heard across Sales, Product, Contract Management, and other teams.

What We’re Looking For

• Get Stuff Done Attitude: Decisive leader who can cut through complexity, prioritize effectively, and deliver solutions in dynamic, high-pressure environments, leveraging AI to deliver faster, higher-quality work.
• Ruthless Prioritizer: Excellent at managing competing priorities and focusing on what drives the biggest impact while maintaining quality under tight deadlines.
• Remarkable Communicator: Clear, concise, and persuasive communication at all organizational levels, fostering transparency and trust.
• Challenger Coach: Empathetic yet willing to have difficult conversations to ensure continuous improvement and growth of team members.
• Relentless Commitment to Growth: Drives transformational growth through operational efficiencies or strategic innovations in customer success.
• Leader of Leaders: Empowers managers to make decisions and lead with autonomy, providing tools and support for success.

With The Following Demonstrable Skills And Experience

• 5+ years of management experience; experience managing managers preferred
• Proven ability to coach, influence, develop, motivate, and empower employees while maintaining high morale
• Ability to use AI and data to understand performance and identify opportunities to improve customer success
• Strong understanding of business financial metrics, revenue drivers, and ROI models, with ability to communicate value and coach teams on it
• Expertise in building relationships across customer organizations from executives to influencers; able to coach teams to do this next year
• Track record of hitting goals and aligning a team around growth metrics
• Effective communication in small and large groups
• Organized with strong attention to detail
• Self-motivated, decisive, and experienced in change management
• Experience working with all levels of management
• Proven track record leading initiatives across multiple functions

Accommodations & Policies

If you need accommodations due to a disability, please reach out to us using the provided form. HubSpot is an equal opportunity employer and values diversity. We may include location-specific guidance on accommodations and travel if applicable.

About HubSpot

HubSpot (NYSE: HUBS) is an AI-powered customer platform with software, integrations, and resources to connect marketing, sales, and service. HubSpot’s connected platform helps businesses grow faster by focusing on customers. Our culture emphasizes solving for the customer, being bold, learning fast, aligning, adapting, and delivering with HEART. We’re building a company where people can do their best work and grow with the customers we serve. Recognized globally for our culture, HubSpot is headquartered in Cambridge, MA, with employees and offices worldwide.

Explore more at HubSpot Careers and Life at HubSpot.