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Senior Manager, Customer Success Management

HubSpot· Account Management
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Hybrid (Colombia)full-timePosted 4d ago

About the role

AI-first leader responsible for engaging, retaining, and growing HubSpot’s customer base across LATAM ES and Mexico, leading a team of 13–16 CSMs to drive long-term retention and growth.

Responsibilities

  • Drive Revenue Retention and Growth: accountable for gross retention, adoption, and expansion across diverse markets; identify at-risk accounts and implement strategies for long-term success.
  • Build and Develop High-Performing Teams: hire, coach, and empower CSMs to deliver strong results; manage talent development and capability gaps.
  • Set the Talent Bar: define what great looks like for LATAM CSMs and coach toward that bar consistently.
  • AI-Powered Operational Excellence: oversee recruitment, training, capacity planning, quality assurance; leverage AI and data to evaluate and improve CS practices and make progress visible to stakeholders.
  • Strategic Program Ownership: lead high-impact regional initiatives and cross-functional goals with Sales, Partners, and Contract Management; drive adoption and process optimization.
  • Customer Advocacy and Escalation Point: second-level escalation point for customer concerns; shape how teams prevent escalations and ensure the voice of the customer is heard across departments.
  • Drive Organizational Change: align team through shifts in strategy, segmentation, programs, or structure; help CSMs understand the why behind changes.

Qualifications

  • 3+ years of management experience leading CSM teams in complex, multi-market environments.
  • Proven ability to coach, influence, develop, motivate, and empower employees while maintaining high morale.
  • Experience using AI and data to drive performance and identify opportunities to improve customer success.
  • Strong understanding of business financial metrics, revenue drivers, and ROI models; able to communicate value and coach teams on this.
  • Expertise in building multi-threaded relationships across executive to day-to-day levels within customer organizations.
  • Track record of defining performance standards for a team and coaching toward a LATAM-specific bar.
  • Proven ability to hit goals and align a team around growth metrics.
  • Effective communication in small and large groups, including with senior leadership.
  • Organized with strong attention to detail; self-motivated and capable of leading through ambiguity and organizational change.
  • Experience working with all management levels and leading cross-functional initiatives.

Skills

Required:Leadership and People ManagementData-Driven Decision MakingStrategic PlanningCommunicationRelationship Building

Benefits

  • Flexible/remote work options mentioned; onboarding requires some in-person activities for certain teams as applicable to HubSpot roles.
Last updated Oct 22, 2026. Interested? Apply on the company site.

About HubSpot

Where go-to-market teams go to grow, scale, close, retain

HubSpot's customer platform includes all the marketing, sales, customer service, and CRM software you need to grow your business.

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