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Company | HubSpot |
Address | United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-07-26 |
Posted at | 10 months ago |
At HubSpot, we're all about helping our customers grow better. We do this by building a powerful CRM platform and complementing it with a world-class Customer Success (CS) team focused on helping customers turn opportunities into outcomes. Within Customer Success, we have four teams anchored on delivering a results-driven and delightful experience– one of which is called Success – and we're hiring a visionary leader to lead that team, SVP of Success.
- The ability to think "big" in setting bold visions for the team, use data to drive decisions, and the willingness to experiment and iterate
- Adaptability to flex between strategic initiatives and operational details, focusing on getting stuff done. You are not afraid to roll up your sleeves and dig into the operational details.
- A track record of developing and mentoring global talent and building and motivating high-achieving teams, plus a commitment to building an inclusive team environment
- You are data-driven and deeply focused on operational rigor to drive execution on controllables and utilize leading indicators to generate successful outcomes.
- You can effectively work across functions within our GTM teams and Product org to define and deliver on cross-functional customer metrics.
- Strong, effective communication and storytelling skills at the individual, team, and partner levels; you possess deep empathy, humility, and listening skills
- A "customer first" mindset with the ability and willingness to engage directly with customers
- An aptitude to thrive in a fast-paced and constantly evolving environment
- Proven leadership in driving large-scale change through inspiration, management, and cross-functional stakeholder management.
- Experience working in a consumption-based platform to improve utilization and usage through product, content, and human engagements.
- Demonstrated success in exceeding expectations in retaining (gross retention) and growing customer relationships (NRR) across a multi-product platform solution
- A deep understanding of customer journeys to identify inflection points that can be leveraged through technology and human engagements to improve usage and expansion. You will bring insights and expertise to enhance customer experiences and foster expansion into the platform.
- Progressive and global experience setting innovative, scalable, and results-oriented customer retention strategies, including those that balance digital solutions with human-led interactions that include dynamic segmentation models
- You have experience working with Marketing teams to drive digital, proactive, and personalized engagements that empower customers to accomplish their use cases. Simultaneously, methodology and frameworks to execute orchestrated engagement strategies aligned with marketing and product teams to enhance product activation and usage rates significantly.
- Experience collaborating with the Product organization on joint success planning initiatives to align product capabilities with customer needs and business objectives. Track record of establishing a strong feedback loop with the product teams to ensure an understanding of customer's goals, pain points, and desired outcomes are continuously incorporated into the product development process. This alignment will include experience with product analytics to identify customer insights that can be utilized in digital and CSM/CMs engagements to improve product usage.
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