Associate Customer Success Manager, Scaled (Portuguese, Spanish & English Required)

As an Associate Customer Success Manager, Scaled at HubSpot, your key responsibilities will include engaging with customers via inbound emails and strategy calls to resolve inquiries and drive product usage. You’ll collaborate with a team of CSMs managing a shared customer base and help clients create personalized inbound strategic plans. You'll also work closely with internal teams to help customers maximize their investment in our platform, contributing positively to a culture of skill development and peer feedback.

To qualify for the Associate Customer Success Manager, Scaled position at HubSpot, candidates should have between 1-3 years of experience in customer success roles. Strong problem-solving skills, the ability to learn software, and prior experience in customer service or consulting are essential. Additionally, fluency in English, Spanish, and Portuguese is required, as is the ability to manage multiple priorities while maintaining attention to detail.

At HubSpot, the career progression for an Associate Customer Success Manager, Scaled is performance-based, allowing you to grow your career while focusing on skill development. As you demonstrate excellence in your role, you can progress to higher-level positions within the Customer Success team, taking on more responsibilities and opportunities for impact, all while benefiting from HubSpot’s supportive training and development culture.

HubSpot boasts a vibrant company culture that empowers its employees to do their best work. For an Associate Customer Success Manager, Scaled, the environment is collaborative and supportive, with an emphasis on building strong relationships both within your team and with customers. HubSpot’s commitment to flexibility and connection also means you’ll have the chance to engage in regional in-person events and ongoing peer feedback sessions to enhance your skills.

To succeed as an Associate Customer Success Manager, Scaled at HubSpot, you should have excellent problem-solving and critical thinking skills, alongside a knack for effective communication. The ability to embrace change, thrive in a fast-paced environment, and manage multiple customer interactions while paying attention to detail are also crucial. Furthermore, being curious and proactive in helping customers achieve their goals will set you apart in this role.

Customer success, to me, means ensuring that every customer realizes the value of the product they have invested in. As an Associate Customer Success Manager, my role is to guide customers to achieve their goals through effective use of HubSpot’s software, thus fostering satisfaction and loyalty.

Certainly! In my previous role, there was a situation where a customer was struggling with onboarding a new feature. I scheduled a call to understand their specific concerns, provided tailored guidance during the call, and followed up with resource materials. This not only resolved their issue but also helped them feel valued and supported.

Building rapport means establishing trust and connection from the outset. I always strive to actively listen, ask meaningful questions to understand their needs, and ensure timely follow-ups to maintain communication. Showing genuine enthusiasm about their successes goes a long way in building strong relationships.

When dealing with a dissatisfied customer, my first step would be to listen carefully and empathize with their situation. I would ask clarifying questions to get to the root of the problem, reassure them that I am here to help, and propose actionable solutions that address their concerns promptly.

Key metrics for measuring success in a customer success role include customer retention rates, Net Promoter Score (NPS), customer satisfaction scores, and the number of renewals. Tracking these metrics helps in evaluating both the health of customer relationships and the overall effectiveness of our strategies.

I prioritize my tasks by evaluating urgency and importance. I maintain a structured schedule, using tools to track customer interactions and necessary follow-ups. Effective time management allows me to ensure that each customer receives the attention they need while also managing my workload efficiently.

Absolutely! I once had a customer whose feedback on a product feature was critical for their operation. I took their insights to our product team, leading to an improvement that not only benefited them but also other users. Advocating for customers shows that I value their input and works towards solutions that enhance their experience.

Effective communication is the backbone of customer success. It involves not just conveying information clearly but also actively listening to customers’ needs. Strong communication fosters trust, minimizes misunderstandings, and ensures that clients feel heard and valued in every interaction.

I am proficient in using CRM systems, helpdesk software, and collaboration tools. Familiarity with analytics tools is also beneficial for tracking customer behavior and engagement levels. I believe leveraging technology effectively helps streamline my work and enhances the customer experience.

I am drawn to HubSpot’s mission to help businesses grow better. The emphasis on employee development and the collaborative culture aligns perfectly with my professional values. I want to be part of a team where I can make a real impact on customers’ success while growing personally and professionally in the process.