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Associate Customer Success Manager

If your idea of Customer Success is rooted in an intrinsic motivation to help others find solutions to their challenges, we should talk. HubSpot's mission is to help millions of organizations grow better. Our team aims to drive an exceptional experience and sustained value for HubSpot customers through building trust and consulting on the HubSpot software. The outcome is increased value, satisfaction, and renewal of the customer.

Our Associate Customer Success Managers possess an unrivaled sense of autonomy, ownership, and dedication to helping each customer realize their value with HubSpot. Customer Success Managers have the opportunity to grow their careers through a focus on skill development and a performance-based role progression path.

In this role, you will: 

  • Be passionate about customer success and experience
  • Solve problems with curiosity and creativity
  • Embrace challenges and change
  • Commit to getting better every day
  • Invest in relationships with customers and colleagues
  • Contribute to a positive team environment
  • Work for the North America region with clients based in the US.

You will execute on the following responsibilities:

  • Work collaboratively in a team of CSMs managing a shared install base of customers
  • Ascertain customer goals and collaborate on customized inbound strategic plans while driving customer accountability
  • Engage customers via inbound email (Front), resolving inquiries by aligning customers with the right resources
  • Engage customers via strategy calls, driving product value and usage
  • Partner with internal teams to maintain and grow customer investment across HubSpot's platform
  • Positively contribute to a team culture of skill development and peer-to-peer feedback

You have:

  • Between 1-3 years of experience in roles as a Customer Success Manager.
  • Excellent problem solving and critical thinking skills
  • Aptitude for learning software
  • Prior experience in a customer service or consulting role
  • Ability to manage multiple priorities while maintaining strict attention to details
  • Strong communication skills and the ability to effectively drive a phone conversation
  • The ability to thrive in a fast-paced environment
  • A verifiable track record of consistently meeting and exceeding goals
  • Speak English and Spanish fluently

Pluses:

  • Understanding of marketing and sales best practices
  • Customer Success experience at a SaaS organization

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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What You Should Know About Associate Customer Success Manager, HubSpot

Are you passionate about helping customers succeed? Join HubSpot's team as an Associate Customer Success Manager in Bogotá, Colombia! In this pivotal role, you'll work closely with a diverse range of clients, ensuring they harness the full potential of HubSpot’s powerful software. Your day-to-day will be rooted in building strong relationships, understanding client goals, and collaborating on tailored strategic plans that enhance their experience. You’ll engage customers through personalized communication, tackling their inquiries and helping them leverage HubSpot’s platform effectively. Your creativity and problem-solving skills will shine as you embrace challenges and drive product value, all while working in a supportive team environment. Not only will you get to help clients thrive, but you'll also enjoy a performance-based career growth opportunity, making your mark in a company that values flexibility and connection. Whether remote or in-office, we foster a culture that encourages learning and development. With the right skills and a passion for customer success, you’ll play a crucial role in driving increased satisfaction and renewal for our customers. If you’ve got that burning desire to make a difference and have a passion for teamwork, we’d love to talk to you about this exciting opportunity at HubSpot!

Frequently Asked Questions (FAQs) for Associate Customer Success Manager Role at HubSpot
What are the responsibilities of an Associate Customer Success Manager at HubSpot?

As an Associate Customer Success Manager at HubSpot, your core responsibilities include collaborating with a team of CSMs to manage a shared customer base, understanding and aligning customer goals with tailored inbound strategic plans, and engaging customers through email and strategy calls. You'll be integral in ensuring customer satisfaction and success while fostering strong relationships with both clients and internal teams.

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What skills are required for the Associate Customer Success Manager position at HubSpot?

To succeed as an Associate Customer Success Manager at HubSpot, you should possess excellent problem-solving and critical thinking skills, be adept at learning new software, and have a strong background in customer service or consulting. Additionally, strong communication skills, an ability to manage multiple priorities, and being fluent in both English and Spanish are essential for this role.

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What does the career progression look like for an Associate Customer Success Manager at HubSpot?

At HubSpot, the career progression for an Associate Customer Success Manager is performance-based and focuses on skill development. With between 1-3 years of relevant experience, employees can expect opportunities for growth as they demonstrate their ability to drive customer value and satisfaction, contributing positively to both customer relations and team culture.

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How does HubSpot support the work-life balance of its Associate Customer Success Managers?

HubSpot places a strong emphasis on flexibility and connection. As an Associate Customer Success Manager, you'll have the option to work remotely or from our Bogotá office, ensuring that you can work in an environment that suits your needs. Additionally, HubSpot values in-person connections and organizes events like onboarding and summits to foster relationships among team members.

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What is the company culture like for an Associate Customer Success Manager at HubSpot?

The company culture at HubSpot is centered around empowerment, collaboration, and continuous improvement. As an Associate Customer Success Manager, you'll be part of a supportive team that encourages skill development and peer feedback. HubSpot has been recognized as a top workplace, highlighting our commitment to building a diverse, inclusive, and dynamic environment where everyone can thrive.

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Common Interview Questions for Associate Customer Success Manager
What strategies do you use to ensure customer success?

When answering this question, focus on your ability to build relationships, set clear customer expectations, and maintain open lines of communication. Mention specific strategies such as regular check-ins, understanding customer goals, and leveraging data to inform your approach to succeeding together.

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Can you give an example of how you've handled a difficult customer situation?

In your response, share a specific example that illustrates your problem-solving skills and ability to empathize. Describe the situation clearly, outline the steps you took to resolve the issue, and highlight the positive outcome, emphasizing the importance of customer satisfaction and relationship building.

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How do you prioritize your tasks as an Associate Customer Success Manager?

Explain your approach to task prioritization, such as utilizing time management techniques like the Eisenhower Matrix or To-Do lists. Highlight your ability to align tasks with customer needs, organizational goals, and urgent inquiries, showcasing your organizational skills and dedication to service excellence.

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What do you know about HubSpot's products and services?

Demonstrate your knowledge of HubSpot by discussing the various marketing, sales, service, and CRM software offerings. Highlight how these tools help businesses grow better and mention specific features or use cases that you think would be beneficial for customers in your future role.

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How do you maintain a positive team environment?

Convey your belief in the importance of collaboration, open communication, and providing constructive feedback. Share examples of how you've contributed to team morale in past roles, emphasizing your commitment to fostering a culture of support, inclusivity, and professional growth.

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Describe a time when you exceeded a customer's expectations.

Share a specific example of a time you went above and beyond for a customer. Highlight your proactive approach and willingness to seek out resources or solutions that improved their experience, and explain how this action positively impacted the customer relationship.

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How would you handle a situation where a customer is not utilizing the product effectively?

Your response should demonstrate your ability to analyze the customer’s usage patterns and communicate effectively. Discuss the importance of understanding their goals, suggesting tailored training or resources, and maintaining ongoing check-ins to ensure they realize the product's value.

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What metrics do you consider when measuring customer success?

Discuss key performance indicators (KPIs) that are relevant to customer success, such as customer satisfaction scores, Net Promoter Score (NPS), retention rates, and product usage metrics. Highlight how you would use these metrics to identify areas for improvement and drive customer engagement.

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What motivates you to work in customer success?

Share your passion for helping others and fostering relationships. Discuss how seeing customers achieve their goals and derive value from their investments in a product motivates you to excel in customer success and contribute to a vibrant team culture.

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How do you adapt to changes in customer needs or company initiatives?

Emphasize your flexibility and willingness to stay abreast of changes. Share examples of how you've successfully adapted your approach in the past, whether through ongoing learning, collaboration with colleagues, or proactively seeking feedback to ensure that you're meeting evolving customer needs.

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HubSpot is an American AI-powered customer relationship management platform founded in Boston in 2016 that helps millions of businesses grow worldwide.

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CULTURE VALUES
Mission Driven
Customer-Centric
Transparent & Candid
Growth & Learning
Fast-Paced
Inclusive & Diverse
Work/Life Harmony
Rise from Within
BENEFITS & PERKS
Medical Insurance
Dental Insurance
Vision Insurance
Mental Health Resources
Life insurance
Disability Insurance
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Education Stipend
Learning & Development
Bias Training
Performance Bonus
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
December 29, 2024

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