Customer Success

Job description

Most people don’t know I collect mugs (every day before making my coffee I get excited to choose one of my mugs haha) and I'm obsessed with Victorian houses! Outside of work, I create content on LinkedIn to help others grow their personal brand and share career tips, especially for Latinos in tech. What team are you on and what is the team mission? I’m part of HubSpot’s Customer Success team. Our mission is to be a strategic partner to our customers, helping them grow better with HubSpot every step of the way. What does an average day look like? An average day starts with me reviewing my metrics and identifying which customers I should prioritize and what to focus on. I prepare by looking at product usage and getting ready for my meetings. I meet with customers to understand their goals, share tailored strategies, and help them get the most out of HubSpot. I also follow up with insights, product updates, and helpful resources to keep things moving. Throughout the day, I collaborate with internal teams to remove blockers and ensure we’re all aligned around the customer’s success. I also make time to network and learn from other departments - there’s always something new to discover! How are you and your team solving for the customer? We solve for the customer by building real relationships, listening actively, and being proactive about their needs. I focus on helping them connect their goals with the right HubSpot tools and strategies, often showing how AI features or product updates can unlock growth. Behind the scenes, I collaborate with internal teams to remove blockers and make sure our customers feel supported, heard, and set up for long-term success. What's one thing you worked on recently that you're proud of? One thing I’m really proud of is working with the HubSpot Academy team to create Portuguese-language videos. As a bilingual CSM, contributing content for our Portuguese-speaking customers was a career highlight. It reminded me how powerful education is in helping customers feel confident using our platform and seeing real impact. What's your favorite Slack emoji? :blob_excited: (My favorite emoji to add to threads when I get excited haha!) Saori Goto What's one thing most people wouldn't know about you? I'm a mother of three kids, and we sometimes picnicking outdoors to enjoy slow family time. I'm also passionate about gardening and Japanese Kimono, which I can even put on myself! What team are you on and what is the team mission? I'm on the Customer Onboarding team. Our main goal is to support customers in getting started with HubSpot, helping them with the initial setup and understanding how to best utilize the tools. With our human-led service, it is expected to increase customer satisfaction and retention, ultimately helping both our customers and HubSpot grow better. What does an average day look like? Currently, I'm still in training, but a typical day involves about 3-4 meetings with our customers. We spend a good amount of time preparing materials, strategizing, and finding solutions to address their specific challenges. We really act like project managers, working to understand our customers' ideal vision and connect them with the best solutions. How are you and your team solving for the customer? We kick things off by really digging into the problems our customers are facing and getting a good grasp of their needs. Then, we suggest the best ways to use HubSpot that fit their ideal setup, helping them get on track quickly. Another big part of what we do is also giving customers some homework and educating them so they can eventually handle things on their own. What's one thing you worked on recently that you're proud of? As part of my training, I recently got to sit in on my senior colleague's customer call for the first time. I learned a ton, but I was also able to help the team by answering some customer questions and creating a few hearing sheets. It felt great to proactively tackle something new and contribute, and I'm really looking forward to continuing that. What's your favorite Slack emoji? My favorite Slack emojis are :chiikawa-thank-you: :hubspotbeatingheart: :rainbow: :hug-bear: . I use these to show my appreciation and my feelings! Daniel Franco What's one thing most people wouldn't know about you? People know that I’m someone kind who genuinely enjoys helping others... And that I’m a big fan of Star Wars and The Lord of the Rings! What team are you on, and what is the team mission? I’m part of the Everboarding team for LATAM. Our mission is to accelerate the perceived value of HubSpot, helping our customers understand the potential and growth they can achieve with our platform. What does an average day look like? A typical day involves interacting with customers, understanding the structure of their businesses and their goals, creating strategies to help them achieve those goals using HubSpot, and gradually positioning myself as their trusted advisor. How are you and your team solving for the customer? My team and I serve as the face and main point of contact for our customers at HubSpot. Our role is to guide them toward achieving the goals that led them to choose our services. To do this effectively, we need to understand their business structure inside and out, and work closely with them to ensure that HubSpot becomes a cornerstone of their daily operations. What's one thing you worked on recently that you're proud of? I worked on a project that enables Support Specialists and CSMs to share their knowledge with our customers through Academy lessons, but with a strategic perspective. This initiative aligned the efforts of three different teams, all working together to deliver greater value to our customers! What's your favorite Slack emoji? :saluting_face: and :blobheart: Luis Bustamante What's one thing most people wouldn't know about you? Most people wouldn't know that I always have to be learning something new, which currently makes me Duolingo's number one fan. I'm on an epic quest to learn Portuguese, so if you hear me muttering "Onde fica o banheiro?" to my screen, just know I'm one step closer to fluency! What team are you on, and what is the team mission? I’m a Contract & Renewals Manager on our Customer Success team. Our team’s mission is to be the architects of long-term customer partnerships. My role is to look beyond the contract itself and engage with customers on their long-term vision. We delve into their business goals, and map out how HubSpot will power the next stage of their growth. What does an average day look like? My day kicks off with a strong Colombian coffee in hand. Then I connect with my Customer Success and Sales counterparts to strategize how we’ll champion our customers. This leads into the core of my day: a thrilling mix of architecting data-driven renewal strategies for the future, while also acting as a trusted advisor for customers who need immediate clarity on their current contracts. It's this blend of forward-looking strategy and present-day problem-solving that makes every day uniquely challenging and exciting. How are you and your team solving for the customer? We solve for the customer by turning the renewal from a moment of financial scrutiny into one of strategic collaboration. Instead of simply presenting a contract, my team proactively builds the business case for our customers, using their own data to illuminate the tangible return on their investment. We then partner with them to ensure their agreement isn't just a continuation, but an evolution that’s perfectly aligned with their goals for the time ahead, making the decision to stay a confident step forward. What's one thing you worked on recently that you're proud of? I've recently started mentoring and training new team members. For me, it’s about more than just teaching the mechanics of the role; it’s about passing on the strategic, customer-first philosophy that is the heart of our work. Seeing that "aha!" moment