Senior Customer Success Manager

This is a Fully Remote Job About Our Client: HubSpot operates in the customer relationship management and marketing technology space, offering an AI-powered platform that integrates marketing, sales, and service software. The organization addresses the challenge businesses face in connecting these functions efficiently to accelerate growth, focusing on delivering a unified platform that supports customer engagement and value creation. HubSpot serves a broad customer base and emphasizes innovation and customer success as central to its impact. About the Opportunity: The SENIOR CUSTOMER SUCCESS MANAGER on the Mid-Market team is responsible for managing complex customer relationships to maximize value and retention. This role involves strategic oversight of customer success metrics, proactive engagement to understand and meet customer needs, and collaboration across teams to drive adoption and growth. The position contributes directly to customer satisfaction, loyalty, and expansion of service utilization, playing a key role in sustaining and growing the organization's market presence. Responsibilities: Develop and execute quarterly strategic plans based on customer metrics. Manage relationships with high-touch, complex customers. Segment customer base by risk and growth potential, and implement churn mitigation tactics. Maintain accurate forecasts and renewal plans for customers. Regularly engage customers to ensure value realization. Address advanced technical needs and connect customers with internal resources. Collaborate with customers to define success criteria and shared goals. Identify opportunities to expand product and service usage. Monitor customer health and implement risk mitigation. Build strong relationships with key stakeholders across customer teams. Collaborate with internal teams to promote adoption and renewals. Mentor new team members. Lead initiatives to improve team best practices and process efficiency. Requirements: Experience managing and growing customer relationships in quota or retention roles. Skill in forecasting retention risks and implementing mitigation strategies. Strong verbal and written communication skills. Highly organized with strong attention to detail. Self-motivated and team-oriented. Commitment to continuous learning and skill development. Motivated to exceed expectations. Comfortable adapting to new technologies, including AI tools. Pay Range and Compensation Package: Annual cash compensation range: $100,300 to $150,500 USD. Compensation includes base salary, on-target commissions for eligible roles, annual bonuses, and potential equity awards. Individual packages are tailored based on experience and qualifications. Benefits & Perks: Medical insurance Dental insurance 401(k) Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note: TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.