Manager, Customer Success (Small Business, UK/I market)

<p><strong>Manager, Customer Success Manager UK/I Market</strong></p> <p> </p> <p>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 happiness. We are looking for someone that is effective, adaptable, flexible and analytical.</p> <p>This role is available in office, hybrid working or fully remote in our EMEA locations</p> <p> <strong>In this role you’ll get to:</strong></p> <ul> <li>Manage approximately 10-12 members of the EMEA UK/I (Small Business) CSM Team</li> <li>Coordinate with recruiting and internal teams to recruit, hire, and train new people</li> <li>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</li> <li>Maintain a high level of team engagement and motivation</li> <li>Display an ability to build confidence and trust in your direct reports</li> <li>Supporting and directing new and experienced CSMs in strategies to build lasting relationships with customers</li> <li>Be accountable for the health and retention of 1,500-2,000 EMEA customers</li> <li>Proactively identify areas for innovation and improvement within the CSM Team, and drive collaborative developments within our existing playbooks</li> <li>Manage day-to-day operations, goal setting, career development, performance management, and growth of team members</li> <li>Analyze customer and performance data to make informed decisions about operational and procedural changes</li> <li>Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired</li> </ul> <p> </p> <p><strong>We are looking for people who have:</strong></p> <ul> <li>Experience working in a people management role</li> <li>Fluency in English </li> <li>Experience recruiting, coaching, and developing team members</li> <li>Experience managing a customer success team is a distinct advantage</li> <li>Proven leadership ability to motivate, influence, develop and empower employees to achieve their best</li> <li>Experience working effectively with all levels of management</li> <li>Experience handling customer escalations</li> <li>Experience managing a revenue number and maintaining a forecast</li> <li>Self-motivated, entrepreneurial in nature, comfortable and experienced in change management</li> <li>Proven and consistent track record of executing against retention strategies and delivering target in excess of company expectations</li> <li>Excellent leadership, organizational and problem solving/decision making skills</li> <li>Ability to manage multiple projects while maintaining strict attention to details</li> <li>Ability to adapt quickly to new software and constantly changing business requirements</li> <li>Use data to analyze results and make data-driven decisions</li> <li>Ability to communicate effectively in small and large groups</li> </ul> <p> </p> <p> </p> <p><em>We know the</em><em> <a href="https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/" target="_blank">confidence gap</a></em><em> and</em><em><a href="https://blog.hubspot.com/marketing/impostor-syndrome-tips" target="_blank"> imposter syndrome</a></em><em> can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.</em></p> <p><em><strong>If you need accommodations or assistance due to a disability, please reach out to us <a href="https://form.asana.com/?k=Xr9-j19kRaY5T5NjIeyx4Q&amp;d=8587152060687" target="_blank">using this form</a>.</strong> This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.</em></p> <p><em>At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee, or work from the Office, we want you to start your journey here by building strong connections with your team and peers. </em></p> <p><em>If you are joining our Engineering team in a full-time role, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as HubSpot’s annual PEER week, your Product Group Summit, and other in-person gatherings to continue building on those connections.</em></p> <p><em>If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporti