Manager, Contract Management - NAM

Who you are

You have a proven track record in leadership roles, particularly in customer success or contract management, with experience in hiring, training, and coaching teams. You are adaptable and analytical, able to thrive in a fast-paced environment while effectively managing a diverse team of Contract Managers. Your strong interpersonal skills allow you to build relationships with other managers and executives, ensuring collaboration across departments. You are proactive in identifying areas for improvement and innovation within your team, using data to inform your decisions and strategies. You understand the importance of customer satisfaction and are committed to helping customers navigate their contract and billing inquiries effectively.

Desirable

Experience in a SaaS environment or familiarity with HubSpot's software platform would be beneficial. A background in data analysis or performance management can enhance your ability to drive team success and operational efficiency.

What you'll do

As the Lead Customer Success Manager, you will oversee the daily operations of the Scaled Contract Management team, ensuring that your team meets performance goals and delivers exceptional service to customers. You will be responsible for setting clear objectives for your team members and supporting their career development through regular feedback and coaching. You will analyze customer and performance data to identify trends and areas for improvement, implementing changes to enhance the customer experience. Building strong relationships with other departments will be key to your success, as you will collaborate with various stakeholders to streamline processes and improve service delivery. You will also play a crucial role in developing and refining playbooks that guide your team's operations, ensuring that they are equipped with the best practices to serve customers effectively.

What we offer

HubSpot offers a supportive and inclusive work environment where you can grow your career. You will have the opportunity to work remotely, providing flexibility in your work-life balance. We value innovation and encourage you to bring your ideas to the table, contributing to the continuous improvement of our processes and customer service. As part of our team, you will be part of a mission-driven organization focused on helping customers succeed and grow through their use of our platform. We believe in investing in our employees and providing them with the resources they need to thrive in their roles.