Senior Manager, Customer Adoption & Usage Automation

POS-15303

The HubSpot Marketing Team is looking for a remarkable Sr Manager to lead the Customer Adoption & Usage Automation Team. 

Today, our Customer Success Team is the primary way we drive usage and success for our customer base, but it isn’t possible for a human to guide every customer throughout every stage of their journey. That’s where automation comes in. 

To meaningfully help customers succeed at scale, we need to unlock the ability to use digital channels to replicate the value of humans coaching our customers on what to do in HubSpot. While humans will always have an advantage, technological advancements -- including data science and AI -- mean that this has never been more possible than it is right now. We’ve made good first steps and have a great base to work from; next we need to accelerate these efforts to drive significant business impact.

In this role, you’ll manage a team of marketers building customer-facing automation to help our customers grow better with HubSpot. Specifically, by driving product adoption, usage, and renewal, and reducing the amount of time our Customer Success Team spends doing manual outreach. You’ll collaborate with teams across Customer Success, Product, and Marketing to create a cohesive and effective experience for customers throughout their lifecycle.

This work has never been more vital than it is now. Driving usage is our top priority as a business; our customer base is rapidly expanding and our human resources are inherently limited. This team is how we will drive customer success at scale. 

You’ll get to:

• Manage a team of world-class marketers who are passionate about HubSpot’s customers. The team you would manage consists of ten people total, one of those being a manager with five direct reports.
• Own the digital outreach strategy for driving usage with customers, from implementation and onboarding through their first renewal and beyond
• Lead channels like email, mobile, and in-app nudges. Use emerging technologies like AI to expand into new channels (like voice, video, and creation of deeply personalized resources)
• Solve for the unique needs of customers of all industries, company sizes, and CRM experience
• Guide the team in innovating on new programing, and optimizing existing programming through thoughtful, impactful experimentation
• Build relationships with key stakeholders across Marketing, Customer Success, Product and other teams to design customer journeys across channels
• Partner with operations teams to build out and report on the success of your programming, and to utilize AI to build the next frontier of marketing automation

 

We’re looking for someone who:

• Has 2+ years experience managing high-performing 5+ person teams 
• Has 3+ years experience building strategy for marketing automation for customer audiences
• Is obsessed with the customer - their pain points, needs, and how to make them successful
• Is invested in building cultures and careers, with a strong commitment to DEI&B
• Embodies HubSpot’s HEART values—Humble, Empathetic, Adaptable, Remarkable, and Transparent
• Has the ability to work through ambiguity to identify high impact initiatives based on customer needs
• Develops long term strategy and goals and then works backward to achieve them
• Has demonstrated the ability to innovate - ideating and executing on “big swings” that create exponential impact
• Excels at working cross-functionally, including with customer-facing and technical teams, to align goals, set roadmaps and drive forward customer-first solutions
• Strong growth mindset and excels at adapting in a fast-paced changing environment
• Is comfortable analyzing data and creating and presenting a narrative around it
• Has superior communication skills for all levels of the business

It’s a bonus if you have:

• Experience managing people managers
• Experience in customer-facing roles
• Experience building automation for SMBs
• Experience with using AI and data science in marketing programming

Cash compensation range: 144000-216000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.

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