Manager, UK/I Customer Success Management

Manager, UK/I Customer Success Management The Role As a Manager of our UK/I Customer Success team, you will be responsible for hiring, training, coaching, and managing a team of new and established Customer Success Managers in a fast-paced and rapidly changing environment. In this role, you will work closely with Customer Success leadership to help build a team of world-class CSMs, while executing and improving customer retention playbooks. As part of our customer success-focused, results-driven organization you’ll be responsible for maintaining a high standard of customer experience and driving sustainable, long-term customer value. We are looking for someone that is effective, adaptable, flexible and analytical and that can help lead our CSM team as we expand our footprint in the region. This role is available in the UK with an option for @office, @flex, or @home In this role you’ll get to: Manage approximately 8-10 members of the CSM Team Coordinate with recruiting and internal teams to recruit, hire, and train new people Maintain a high level of team engagement and motivation Display an ability to build confidence and trust in your direct reports Support and direct new and experienced CSMs in strategies to help customers getting fast and easy value from HubSpot in support of their goals Be accountable for the health and retention of customers Serve as a coach and a leader, helping to develop the skills of your team so they are able to achieve their metrics and career goals Proactively identify areas for innovation and improvement within the CSM team, and drive collaborative developments within our existing playbooks Manage day-to-day operations, goal setting, career development, performance management, and growth of team members Analyze regional, customer, and performance data to make informed decisions about operational and procedural changes Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique