Senior Customer Success Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Oversee and expand a diverse portfolio of clients.

• Create quarterly strategic action plans aligned with key performance metrics and role expectations.

• Take ownership of and ensure accountability for high-touch, complex customers.

• Classify customers by risk and growth potential, devise churn-reduction strategies, and work collaboratively across departments to enhance growth.

• Keep precise forecasting records, including outreach and mitigation strategies, for customers whose contracts are up for renewal within six months.

• Regularly engage with customers through scheduled and impromptu phone conversations.

• Address customers' advanced technical requirements by connecting them with suitable internal resources.

• Establish success criteria and action plans with customers to help them meet their objectives.

• Identify and nurture opportunities for increased utilization of HubSpot products and professional services.

• Monitor customer health and devise risk-mitigation strategies.

• Build strong relationships with key decision-makers and stakeholders within customer organizations.

• Collaborate with HubSpot teams to enhance product adoption and ensure successful renewals.

• Provide mentorship to new team members.

• Develop best practices for the team to enhance process quality, effectiveness, and efficiency.

⛳️ Requirements

• Relevant experience in managing, nurturing, and growing customer relationships in a role focused on quotas or retention.

• Proven experience in handling accounts of varying complexities, including Mid-Market and Corporate clients with multiple stakeholders.

• Capability to anticipate retention risks and implement effective mitigation strategies.

• Proficiency in navigating complex organizational structures and fostering relationships with champions, senior executives, and C-suite stakeholders.

• Experience in preparing for and leading executive business reviews.

• Outstanding verbal and written communication abilities.

• Strong organizational skills, attention to detail, and prioritization capabilities.

• Ability to collaborate effectively across functions with Sales, Support, and leadership teams.

• Eagerness and aptitude for acquiring and transferring new knowledge and skills.

• Comfort with adapting to new technologies and keeping abreast of advancements in AI.

• At least 3 years of experience in Customer Success Management or managing a Book of Business.

• Resume must be submitted in English.

🏝️ Benefits

• Opportunities for career advancement.

• Pathways for skill enhancement and performance-driven growth.

• Flexible work arrangements.

• Opportunities for in-person team and peer connections.

• Disability accommodations and alternative travel options.

• AI-assisted screening complemented by human hiring decisions.