Senior Manager, Customer Success Management

Job description

Resumes must be submitted in English. We are looking for a strategic, results-oriented AI-first leader to serve as Senior Manager of Customer Success (LATAM) at HubSpot, responsible for engaging, retaining, and growing our customer base across the LATAM ES and Mexico regions. This role will involve managing a group of 13-16 Customer Success Managers (CSMs) across multiple markets to ensure long-term customer retention and sustainable growth. You will lead by example, making data-driven decisions, fostering a high-performance culture, and driving the vision for the future of Customer Success at HubSpot. You will be the key to scaling our business by empowering your team to be customer advocates and strategic partners. If you are passionate about driving customer outcomes, thrive in fast-paced environments, and excel at coaching teams, this is the role for you. What You'll Do Drive Revenue Retention and Growth: You will be accountable for the gross retention, adoption, and expansion of customers across diverse markets. You will work with your team to identify at-risk accounts early and drive strategies that ensure long-term success. You understand the stakes of operating at this scope. Decisions you make ripple across a large book of business and can directly impact financial outcomes, so you approach them with the rigor and foresight they require. Build and Develop High-Performing Teams: Hire, coach, and empower CSMs to deliver strong results. This means creating a culture where CSMs work with clarity, purpose, and measurable goals. You make deliberate decisions about when to develop talent internally versus when the team needs to hire for a specific capability gap. Your development goals are tied to business outcomes, not just career aspiration. Set the Talent Bar: You define what great looks like for CSMs at this level and make sure that definition is understood and lived by your team. You can articulate what an excellent CSM looks like in the LATAM context and coach toward that bar consistently. You set meaningful performance expectations and provide targeted coaching to elevate the team, not just manage individuals to their goals. AI-Powered Operational Excellence: Oversee the operational rigor for your teams, including recruitment, training, capacity planning, and quality assurance. You anticipate failure points before they surface and create preemptive solutions rather than reacting when things break. You leverage AI and data to evaluate and improve customer success practices, and you build the systems and mechanisms that make progress visible to you and your stakeholders at all times. Strategic Program Ownership: Lead high-impact regional initiatives. Whether it is launching new customer programs, introducing adoption initiatives, or optimizing processes, you will act as the champion for innovation and growth across the CS function in LATAM. You lead cross-functional goals end-to-end, bringing in Sales, Partners, and Contract Management as needed, and you build the accountability mechanisms that keep programs on track without requiring you to be the single point of execution. Customer Advocacy and Escalation Point: Serve as a second-level escalation point for customer concerns and ensure that the voice of the customer is heard across departments. You model strong cross-functional collaboration and are trusted by teams in Sales, Partners, Contract Management, and beyond to align on competing priorities and drive customer outcomes. You do not just manage escalations. You shape how the team prevents them. Drive Organizational Change: You are a driver of change within the CS function, not just a recipient of it. When strategy shifts, whether that is a new segmentation model, a program launch, or a structural reorganization, you take ownership of alignment within your team and across stakeholders. You help your CSMs understand the why behind changes and adapt quickly without losing momentum on their books. What We're Looking For Cross-Functional Results Leader: You operate at a strategic level, leading goals end-to-end across Sales, Contact Management, and CS without needing to own every action item personally. You know when to delegate and when to step in, and you move between execution and decision-making fluidly. You bring clarity to ambiguous situations and set the direction so your team can move fast without waiting for you at