Program Manager, Customer Success Strategic Planning

As the Strategic Planning Program Manager for Customer Success, you will be focused on developing and executing on the CS operating model to drive strong execution and accountability towards key CS metrics. As HubSpot continues to grow, we maintain our first priority of ensuring we’re delighting each customer, which means we need to drive tight execution across our teams for how we best support our customers. With over 200K customers, we have a growing need for ensuring our customer-facing teams are focused on driving actions to the right customer at the right time. In this role, you will partner with team members across Customer Success Operations, Customer Success Leadership, and Revenue Operations more broadly and have the ability to influence and guide the CS teams towards success.

In This Role, You’ll Get To

• Learn from other world-class CS organizations and bring insights back to the team Identify opportunities to continuously improve programs, KPIs, and stakeholder engagement
• Own monitoring and reporting on performance on against predictions and be responsible for influencing cross-functional stakeholders
• Drive metric alignment and prioritization with Customer Success
• Work to establish relationships and partnership across HubSpot with teams like GTM Strategy, Finance, and Enablement
• Develop, rollout, and manage the CS Operating Model to drive accountability across the sub-stages of the CS customer journey
• Develop sizing template / standardized model to size ROI impact to key strategic initiatives and drive focus on the highest impact initiatives
• Partner with other Strategic Planning Program Managers to identify opportunities to iterate on the 3-Yr Customer Success Strategy by providing metric context
• Understand HubSpot’s complex and growing customer base
• Validate the quality and effectiveness of any new metrics and reporting aligned to our key strategic initiatives
• Organize and lead regular stakeholder meetings and work with the team to track and guide progress; Ensuring deadlines met in advance of stakeholder meetings and action items shared proactively

We Are Looking For People Who

• Excellent program management skills, ability to see around corners and break down complex programs into meaningful milestones
• Have a passion for Customer Success and delivering value-realization outcomes to our customers, as well as deep empathy for stakeholders and customers.
• Have an ability to lead, influence, motivate and coordinate globally distributed, cross functional, agile teams.
• Excellent organization skills; experience maintaining detailed project plans, meeting deadlines, and proactively surfacing risks and issues
• Strong analytical and problem-solving skills, ability to think strategically and creatively, exercise judgment, and synthesize into a compelling story (written and verbal) to gain buy in and drive outcomes. Prior analytical experience or financial modeling experience required.
• Have experience driving change, managing large-scale global initiatives.
• Can communicate effectively across all levels of the organization.

Cash compensation range: 90400-115000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy from Katie Burke, HubSpot’s Chief People Officer.

The cash compensation above 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, all HubSpotters 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 based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

If you need assistance or an accommodation due to a disability, please email us at [email protected]. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page here.

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our careers website to learn more about culture and opportunities at HubSpot.

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