Senior Manager, Customer Adoption & Usage Automation

POS-15303

The HubSpot Marketing Team is looking for a remarkable Sr Manager to lead the Customer Adoption & Usage Automation Team. 

Today, our Customer Success Team is the primary way we drive usage and success for our customer base, but it isn’t possible for a human to guide every customer throughout every stage of their journey. That’s where automation comes in. 

To meaningfully help customers succeed at scale, we need to unlock the ability to use digital channels to replicate the value of humans coaching our customers on what to do in HubSpot. While humans will always have an advantage, technological advancements — including data science and AI — mean that this has never been more possible than it is right now. We’ve made good first steps and have a great base to work from; next we need to accelerate these efforts to drive significant business impact.

In this role, you’ll manage a team of marketers building customer-facing automation to help our customers grow better with HubSpot. Specifically, by driving product adoption, usage, and renewal, and reducing the amount of time our Customer Success Team spends doing manual outreach. You’ll collaborate with teams across Customer Success, Product, and Marketing to create a cohesive and effective experience for customers throughout their lifecycle.

This work has never been more vital than it is now. Driving usage is our top priority as a business; our customer base is rapidly expanding and our human resources are inherently limited. This team is how we will drive customer success at scale. 

You’ll get to:

• Manage a team of world-class marketers who are passionate about HubSpot’s customers. The team you would manage consists of ten people total, one of those being a manager with five direct reports.
• Own the digital outreach strategy for driving usage with customers, from implementation and onboarding through their first renewal and beyond
• Lead channels like email, mobile, and in-app nudges. Use emerging technologies like AI to expand into new channels (like voice, video, and creation of deeply personalized resources)
• Solve for the unique needs of customers of all industries, company sizes, and CRM experience
• Guide the team in innovating on new programing, and optimizing existing programming through thoughtful, impactful experimentation
• Build relationships with key stakeholders across Marketing, Customer Success, Product and other teams to design customer journeys across channels
• Partner with operations teams to build out and report on the success of your programming, and to utilize AI to build the next frontier of marketing automation

We’re looking for someone who:

• Has 2+ years experience managing high-performing 5+ person teams 
• Has 3+ years experience building strategy for marketing automation for customer audiences
• Is obsessed with the customer – their pain points, needs, and how to make them successful
• Is invested in building cultures and careers, with a strong commitment to DEI&B
• Embodies HubSpot’s HEART values—Humble, Empathetic, Adaptable, Remarkable, and Transparent
• Has the ability to work through ambiguity to identify high impact initiatives based on customer needs
• Develops long term strategy and goals and then works backward to achieve them
• Has demonstrated the ability to innovate – ideating and executing on “big swings” that create exponential impact
• Excels at working cross-functionally, including with customer-facing and technical teams, to align goals, set roadmaps and drive forward customer-first solutions
• Strong growth mindset and excels at adapting in a fast-paced changing environment
• Is comfortable analyzing data and creating and presenting a narrative around it
• Has superior communication skills for all levels of the business

It’s a bonus if you have:

• Experience managing people managers
• Experience in customer-facing roles
• Experience building automation for SMBs
• Experience with using AI and data science in marketing programming

Cash compensation range: 144000-216000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

The HubSpot Marketing Team is looking for a remarkable Sr Manager to lead the Customer Adoption & Usage Automation Team. 

Today, our Customer Success Team is the primary way we drive usage and success for our customer base, but it isn’t possible for a human to guide every customer throughout every stage of their journey. That’s where automation comes in. 

To meaningfully help customers succeed at scale, we need to unlock the ability to use digital channels to replicate the value of humans coaching our customers on what to do in HubSpot. While humans will always have an advantage, technological advancements — including data science and AI — mean that this has never been more possible than it is right now. We’ve made good first steps and have a great base to work from; next we need to accelerate these efforts to drive significant business impact.

In this role, you’ll manage a team of marketers building customer-facing automation to help our customers grow better with HubSpot. Specifically, by driving product adoption, usage, and renewal, and reducing the amount of time our Customer Success Team spends doing manual outreach. You’ll collaborate with teams across Customer Success, Product, and Marketing to create a cohesive and effective experience for customers throughout their lifecycle.

This work has never been more vital than it is now. Driving usage is our top priority as a business; our customer base is rapidly expanding and our human resources are inherently limited. This team is how we will drive customer success at scale. 

You’ll get to:

• Manage a team of world-class marketers who are passionate about HubSpot’s customers. The team you would manage consists of ten people total, one of those being a manager with five direct reports.
• Own the digital outreach strategy for driving usage with customers, from implementation and onboarding through their first renewal and beyond
• Lead channels like email, mobile, and in-app nudges. Use emerging technologies like AI to expand into new channels (like voice, video, and creation of deeply personalized resources)
• Solve for the unique needs of customers of all industries, company sizes, and CRM experience
• Guide the team in innovating on new programing, and optimizing existing programming through thoughtful, impactful experimentation
• Build relationships with key stakeholders across Marketing, Customer Success, Product and other teams to design customer journeys across channels
• Partner with operations teams to build out and report on the success of your programming, and to utilize AI to build the next frontier of marketing automation

We’re looking for someone who:

• Has 2+ years experience managing high-performing 5+ person teams 
• Has 3+ years experience building strategy for marketing automation for customer audiences
• Is obsessed with the customer – their pain points, needs, and how to make them successful
• Is invested in building cultures and careers, with a strong commitment to DEI&B
• Embodies HubSpot’s HEART values—Humble, Empathetic, Adaptable, Remarkable, and Transparent
• Has the ability to work through ambiguity to identify high impact initiatives based on customer needs
• Develops long term strategy and goals and then works backward to achieve them
• Has demonstrated the ability to innovate – ideating and executing on “big swings” that create exponential impact
• Excels at working cross-functionally, including with customer-facing and technical teams, to align goals, set roadmaps and drive forward customer-first solutions
• Strong growth mindset and excels at adapting in a fast-paced changing environment
• Is comfortable analyzing data and creating and presenting a narrative around it
• Has superior communication skills for all levels of the business

It’s a bonus if you have:

• Experience managing people managers
• Experience in customer-facing roles
• Experience building automation for SMBs
• Experience with using AI and data science in marketing programming

Cash compensation range: 144000-216000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy.

The cash compensation above includes base salary, on-target commission for employees in eligible roles, and annual bonus targets under HubSpot’s bonus plan for eligible roles. In addition to cash compensation, some roles are eligible to participate in HubSpot’s equity plan to receive restricted stock units (RSUs). Some roles may also be eligible for overtime pay. Individual compensation packages are based on a few different factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons.

We know that benefits are also an important piece of your total compensation package. To learn more about what’s included in total compensation, check out some of the benefits and perks HubSpot offers to help employees grow better.

At HubSpot, fair compensation practices isn’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

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.

If you need accommodations or assistance due to a disability, please reach out to us using this form. This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.

At HubSpot, we value both flexibility and connection. Whether you’re a Remote employee, or work from the Office, we want you to start your journey here by building strong connections with your team and peers. 

If you are joining our Engineering team in a full-time role, you will be required to attend a regional HubSpot office for in-person onboarding. If you join our broader Product team, you’ll also attend other in-person events such as HubSpot’s annual PEER week, your Product Group Summit, and other in-person gatherings to continue building on those connections.

If you require an accommodation due to travel limitations or other reasons, please inform your recruiter during the hiring process. We are committed to supporting candidates who may need alternative arrangements.

Germany Applicants: (m/f/d) – link to HubSpot’s Career Diversity page here.

India Applicants: link to HubSpot India’s equal opportunity policy here.

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 #2 Best Place to Work on Glassdoor in 2022 and has been recognized for its 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 across the globe work remotely and in HubSpot offices. Visit our careers website to learn more about the culture and opportunities at HubSpot. 

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. HubSpot’s Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpot’s use of your personal information. 

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