Vice President of Strategy & Operations, Customer Success

HubSpot is looking for a VP of Customer Success Strategy and Operations who will report directly to the SVP of Functional GTM Operations, Strategy and Planning. We are looking for a customer-centric leader with experience scaling Customer Success or GTM Ops organizations to help accelerate growth for the CS organization at HubSpot. This person will be the leader of the ops, strategy and revenue planning teams that support CS (which includes Support, Services and CSM), partnering closely with the EVP of CS on creating, executing and communicating the CS Strategy. S/he will bring expertise in SaaS and can develop CS strategies that leverage customer insights, data and technology. Hubspot is over $1B in Revenue and looking for a remarkable leader who can focus on successfully scaling the team and processes for the next stage of growth. 

As the VP of CS Strategy and Operations, you will be responsible for developing, communicating and executing innovative strategies that will help retain and grow our customers, increase efficiencies and most importantly create a differentiated, delightful customer experience as we enter a new phase of growth. You are passionate about transforming ops from a supporting, reactive function into an innovative, proactive and strategic driver. You are excited to help HubSpot write the book on RevOps to help our business and customers grow better. You share our love of our customers, lead with HEART (Humble, Empathetic, Adaptable, Remarkable and Transparent), and are committed to creating a diverse and inclusive environment for our high-performing teams. 

In this role, you’ll get to:

• Develop, communicate and lead the Customer Success strategy to retain and grow our customers
• Partner and collaborate deeply with the CS leadership team to enable them to drive performance globally
• Uncover opportunities to leverage data and technology that will help CS grow non-linearly
• Identify, develop, implement and track key performance indicators for the CS teams to ensure we hit our targets
• Partner closely with the VP of Sales Ops and Strategy and Marketing leadership to align GTM Ops and Strategy across the Flywheel
• Design and implement a delightful customer experience that will be a competitive advantage to HubSpot’s success and growth
• Lead, inspire and develop the CS Strategy and Ops leaders and their teams to drive innovation to ensure predictable and scalable results that drive growth and improve profitability

We are looking for someone who has: 

• Proven experience as a senior-level Strategy and Innovation leader at a high growth, scaling SaaS company
• Strong background in the creation and delivery of digital customer experience 
• Experience leveraging data, automation and technology to improve rep productivity and accelerate non-linear growth
• The ability to set a vision, execute on a strategy and roll up your sleeves to get into the details when necessary
• Extensive experience analysing, mapping and optimising the end to end customer journey
• Data led partnership with an ability to surface and present insights that drive customer first decision making
• Deep understanding of Customer Success with a track record of identifying and driving leading indicators for this function 
• Excellent communication, presentation and relationship building skills to partner deeply with EVP of CS and other key leaders in finance, data, enablement and system teams within RevOps

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.

Important COVID-19 Guidance (For candidates applying to roles in the United States):

In September 2021, the US government issued new federal vaccine guidance that certain government contractors must adhere to. HubSpot is a covered federal contractor and so, based on this guidance, our US-based employees are required to be vaccinated, and show proof of vaccination, by Dec. 28, 2021. What does this mean for you as a potential candidate? It means that if you were to join HubSpot, you would need to be fully vaccinated by Dec. 28, 2021 or by your hire date (whichever is later) to be eligible to start in the role. As a condition of employment, you would need to submit official COVID-19 vaccine documentation. HubSpot will consider and review reasonable accommodation requests based on medical or religious grounds for qualified candidates. Please consider this new requirement when applying to HubSpot.

About HubSpot

HubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers’ needs at any stage of growth. We’re also building a company culture that empowers people to do their best work. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 5M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every employee globally, HubSpot was named the #4 Best Place to Work on Glassdoor in 2021, and has been recognized for award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.

Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees work across the globe in HubSpot offices and remotely. Visit our careers website to learn more about culture and opportunities at HubSpot. 

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