The Mission 

At HubSpot, our mission is to help millions of organizations grow better. As the Global Director of Customer Success Planning, you will be responsible for leading a strategic planning process with the objective of driving customer satisfaction, retention, and revenue growth. You will work closely with HubSpot’s executive leadership team and other key stakeholders to define the customer success vision and ensure planning and resource alignment to business objectives.  Ultimately, your team will craft a data driven plan for Renewal, Retention and Downgrades, while ensuring our leading indicators are fostering visibility and predictability for the business.

The Challenge

Tactically, you will work to set up the organization for success by defining inputs and outputs of the planning process while strategically optimizing headcount allocation across various HubSpot roles impacting the customer journey. 

• Balancing investment strategy across various phases of the customer journey that optimizes customer product usage and retention
• Based on leading indicators (Product Usage, Adoption, NPS, etc) establish financial and predictive models that anticipate KPIs such as renewal rates, cancellations, downgrades
• Partner with CS leadership, other RevOps leaders (Sales & Marketing), and Finance to ensure a ‘connected’ strategic planning process across HubSpot’s Flywheel org.
• Lead & develop a team of managers and analysts, in alignment business needs
• In addition to deriving the plan, your team will be expected to monitor & explain business performance variance to plan as part of long range business planning and  HubSpots ‘Earnings Prep’ process.
• Align & partner with cross functional stakeholders in unified support to deliver against the plan (Sales Leaders, Finance, Marketing, Other Strategy Teams)
• Partner with CS leadership, other RevOps leaders (Sales & Marketing), and Finance to ensure a ‘connected’ planning process across HubSpot’s Flywheel org

Qualifications

This role will lead a team of managers and analysts that will make key decisions and recommendations on how HubSpot can ‘grow better’ over the upcoming 18 month period. This role owns tops down and bottoms up modeling to create a CS business plan that is aligned with strategic executional priorities. In this high impact role you will work closely with executive leadership along with a variety of team members across 

The ideal candidate for this role earns trust through understanding the business, thinking strategically and analytically, while acting tactically.

• Experience driving large and complex initiatives from framing the problem, conducting research/analysis to building the business and operational plans through to driving execution to success is required. 
• You deeply understand productivity drivers and what makes Customers and HubSpot successful. 
• A motivator and experienced people manager who has led teams through challenges. You have a track record of hiring, developing, and mentoring successful teams
• Experience creating a diverse and inclusive team environment that fosters trust and a sense of empowerment via a purposeful culture
• You should have experience managing complex global programs in support of CS functions in large, global, high growth organizations.
• Highly analytical and intellectually curious about data analysis, trends, and insight generation.  Willingness to dive into data if needed.
• Excellent communication & presentation skills; ability to communicate effectively with different levels of management, as well as the business stakeholders

Cash compensation range: 196000-314000 USD Annually

This resource will help guide how we recommend thinking about the range you see. Learn more about HubSpot’s compensation philosophy from Katie Burke, HubSpot’s Chief People Officer.

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, all HubSpotters 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.