POS-6420
HubSpot's Customer Success organization is evolving how we think about the intersection of technology and people. As AI reshapes business operations, we need a GTM leader with an AI-first mindset who can think systematically about transforming our servicing. You'll manage the reliability and performance of our CS systems while driving governance frameworks that enable AI-enabled process redesign.
We're looking for a Manager for our Business Acceleration and Transformation team within our CS Strategy and Operations team who believes in making technology accessible and reimagining processes to unlock real value. You'll ensure our critical systems run smoothly, establish governance for citizen development, and lead process redesign initiatives that allow our systems and automation solutions to scale.
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You'll use your understanding of CRM systems, process optimization, and AI capabilities to reimagine how we ship technical solutions to our CS stakeholders. You'll ensure our critical systems run smoothly, establish governance for citizen development, and lead process redesign initiatives. You'll define and manage prioritization and decision-making frameworks that align processes with systems capabilities, making our AI, automation, and systems solutions more strategically impactful.
In this role you will:
- Manage system performance and triage: Establish and monitor systems performance metrics, ensuring proactive identification of issues before they impact CS operations. Own intake processes for CS systems requests and ensure tickets are resolved within established SLAs.
- Ensure system uptime and reliability: Implement monitoring, root cause analysis, and continuous improvement processes for critical CS tooling. Monitor citizen developer activities through governance frameworks that maintain system security and stability.
- Lead process redesign with measurable impact: Focus on redesigning CS processes, particularly those that increase customer engagement time and quality.
- Build and manage your team: Develop and lead a team of systems specialists who serve as front-of-house for CS systems and automation needs. Establish and evolve team performance standards for clarity of focus and impact.
- Drive governance frameworks: Build and enforce governance standards that balance innovation speed with system reliability and security, enabling citizen developers while maintaining operational excellence.
- Build and maintain CS Systems Roadmap: Develop and maintain our CS systems roadmap, including AI tool status scores with transparent, monthly evaluations tailored to each CS Rep persona.
- Guide AI adoption and implementation: Oversee implementation and monitor adoption rates of AI tooling within established governance frameworks, ensuring measurable business impact.
- 2+ years building and leading teams in fast-paced, systems-focused environments.
- Experience establishing and managing SLA-driven processes and metrics
- Strong background in system monitoring, performance management, and incident response.
- Deep experience with CRM platforms (preferably HubSpot) and system integrations.
- Understanding of governance frameworks for citizen development and system security.
- Technical depth to evaluate solutions and make informed architecture decisions.
- Experience in business process reengineering with measurable outcomes
- Understanding of AI capabilities and limitations in business contexts.
- Excellent cross-functional collaboration skills with technical and business teams
- Experience leading process redesign initiatives with clear demonstration of results
- Strong analytical skills with focus on operational metrics and continuous improvement
- Passion for continuous learning, staying current with emerging technologies, and adapting based on new insights and market changes.
- Operational excellence: You establish reliable systems and processes, with strong focus on metrics, SLAs, and proactive monitoring. You balance innovation with stability.
- Gets results for customers: You work across organizations to remove blockers and drive strong results. You're collaborative, innovative, and proactive about solving challenges that impact customer success.
- Handles complexity well: You lead through organizational change with incomplete information, balance competing priorities, and make good decisions quickly. You simplify complex situations and help others feel confident.
- Develops great teams: You're good at building teams, coaching people, hiring for potential, and creating a culture of continuous learning and development.
- Communicates clearly: You communicate well with everyone from technical teams to executives, adjusting your style and content based on your audience.
- Drives accountability: You establish clear ownership and performance standards while creating environments where teams feel safe and motivated to deliver results.
Cash compensation range: 127000-203000 USD Annually
HubSpot's Customer Success organization is evolving how we think about the intersection of technology and people. As AI reshapes business operations, we need a GTM leader with an AI-first mindset who can think systematically about transforming our servicing. You'll manage the reliability and performance of our CS systems while driving governance frameworks that enable AI-enabled process redesign.
We're looking for a Manager for our Business Acceleration and Transformation team within our CS Strategy and Operations team who believes in making technology accessible and reimagining processes to unlock real value. You'll ensure our critical systems run smoothly, establish governance for citizen development, and lead process redesign initiatives that allow our systems and automation solutions to scale.
You'll use your understanding of CRM systems, process optimization, and AI capabilities to reimagine how we ship technical solutions to our CS stakeholders. You'll ensure our critical systems run smoothly, establish governance for citizen development, and lead process redesign initiatives. You'll define and manage prioritization and decision-making frameworks that align processes with systems capabilities, making our AI, automation, and systems solutions more strategically impactful.
In this role you will:
- Manage system performance and triage: Establish and monitor systems performance metrics, ensuring proactive identification of issues before they impact CS operations. Own intake processes for CS systems requests and ensure tickets are resolved within established SLAs.
- Ensure system uptime and reliability: Implement monitoring, root cause analysis, and continuous improvement processes for critical CS tooling. Monitor citizen developer activities through governance frameworks that maintain system security and stability.
- Lead process redesign with measurable impact: Focus on redesigning CS processes, particularly those that increase customer engagement time and quality.
- Build and manage your team: Develop and lead a team of systems specialists who serve as front-of-house for CS systems and automation needs. Establish and evolve team performance standards for clarity of focus and impact.
- Drive governance frameworks: Build and enforce governance standards that balance innovation speed with system reliability and security, enabling citizen developers while maintaining operational excellence.
- Build and maintain CS Systems Roadmap: Develop and maintain our CS systems roadmap, including AI tool status scores with transparent, monthly evaluations tailored to each CS Rep persona.
- Guide AI adoption and implementation: Oversee implementation and monitor adoption rates of AI tooling within established governance frameworks, ensuring measurable business impact.
- 2+ years building and leading teams in fast-paced, systems-focused environments.
- Experience establishing and managing SLA-driven processes and metrics
- Strong background in system monitoring, performance management, and incident response.
- Deep experience with CRM platforms (preferably HubSpot) and system integrations.
- Understanding of governance frameworks for citizen development and system security.
- Technical depth to evaluate solutions and make informed architecture decisions.
- Experience in business process reengineering with measurable outcomes
- Understanding of AI capabilities and limitations in business contexts.
- Excellent cross-functional collaboration skills with technical and business teams
- Experience leading process redesign initiatives with clear demonstration of results
- Strong analytical skills with focus on operational metrics and continuous improvement
- Passion for continuous learning, staying current with emerging technologies, and adapting based on new insights and market changes.
- Operational excellence: You establish reliable systems and processes, with strong focus on metrics, SLAs, and proactive monitoring. You balance innovation with stability.
- Gets results for customers: You work across organizations to remove blockers and drive strong results. You're collaborative, innovative, and proactive about solving challenges that impact customer success.
- Handles complexity well: You lead through organizational change with incomplete information, balance competing priorities, and make good decisions quickly. You simplify complex situations and help others feel confident.
- Develops great teams: You're good at building teams, coaching people, hiring for potential, and creating a culture of continuous learning and development.
- Communicates clearly: You communicate well with everyone from technical teams to executives, adjusting your style and content based on your audience.
- Drives accountability: You establish clear ownership and performance standards while creating environments where teams feel safe and motivated to deliver results.
Cash compensation range: 127000-203000 USD Annually
Pay & Benefits
The cash compensation below 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 tailored to your skills, experience, qualifications, and other job-related reasons.
This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot's compensation philosophy .
Benefits are also an important piece of your total compensation package. Explore the benefits and perks HubSpot offers to help employees grow better.
At HubSpot, fair compensation practices aren'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.
Annual Cash Compensation Range:
$127,000 - $203,000 USD
We know the confidence gap and impostor syndrome can get in the way of meeting spectacular candidates, so please don't hesitate to apply - we'd love to hear from you.
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About HubSpot
HubSpot (NYSE: HUBS) is an AI-powered customer platform with all the software, integrations, and resources customers need to connect marketing, sales, and service. HubSpot's connected platform enables businesses to grow faster by focusing on what matters most: customers.
At HubSpot, bold is our baseline. Our employees around the globe move fast, stay customer-obsessed, and win together. Our culture is grounded in four commitments: Solve for the Customer, Be Bold, Learn Fast, Align, Adapt & Go!, and Deliver with HEART. These commitments shape how we work, lead, and grow.
We're building a company where people can do their best work . We focus on brilliant work, not badge swipes. By combining clarity, ownership, and trust, we create space for big thinking and meaningful progress. And we know that when our employees grow, our customers do too.
Recognized globally for our award-winning culture by Comparably, Glassdoor, Fortune, and more, HubSpot is headquartered in Cambridge, MA, with employees and offices around the world.
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