Manager - Customer Success

POS-28281

Manager, Customer Success - Brazil Market

As the Manager of HubSpot’s Brazil Customer Success Team, you will play a pivotal role in shaping the success of our customers and team in one of our fastest-growing markets. You’ll be responsible for hiring, developing, and coaching a high-performing team of Customer Success Managers (CSMs) who are dedicated to helping Brazilian businesses thrive with HubSpot.

This role goes beyond management—you’ll be a strategic partner, working cross-functionally with Sales, Contract management, Onboarding, Technical support, Marketing, and other teams to deliver an exceptional customer experience. Your leadership will directly impact customer retention, growth, and long-term success in Brazil.

We’re looking for a dynamic, customer-obsessed leader with a problem-solving mindset, strong analytical skills, and the ability to inspire and develop a team. If you’re passionate about empowering both customers and CSMs to grow, and you have the experience to prove it, this is your opportunity to make a significant impact at HubSpot. Come lead with us and help shape the future of HubSpot in Brazil!

In this role, you’ll get to

• Hire, train, and mentor a team of Customer Success Managers, fostering a high-performance culture and professional growth.

• Define and implement customer success strategies tailored to the Brazilian market, ensuring alignment with regional and company goals.

• Track team performance using key metrics (e.g., retention, expansion) and drive continuous improvements.

• Drive customer retention and expansion opportunities by ensuring the team delivers measurable value to customers.

• Act as the escalation point for complex customer issues, ensuring quick and effective resolutions while maintaining customer satisfaction.

• Work closely with Sales, Product, Support, Contract Management, Partner Development and Marketing teams to improve the customer experience and drive revenue growth.

• Gather and analyze customer feedback to influence product development and improve service offerings.

• Champion initiatives to foster diversity, inclusion and belonging within the team and among peers in the leadership team.

• Contribute to and co-manage regional and organization-wide initiatives focused on the development of the Brazilian market and the brand positioning of HubSpot in the country.

We are looking for people who have

• Trilingual with business level proficiency in Portuguese, English and Spanish.

• Experience managing a customer facing team servicing the Brazilian tech market.

• Experience working at a Marketing, Software, management and/or Consulting company.

• A proven leadership ability to influence, develop and empower employees to achieve their best in a fast-paced environment.

• Record of success collaborating with all levels of internal management. 

• Experience navigating and resolving customer escalations.

• A proven track record of executing bold growth strategies and overperforming against company targets and expectations. 

• Excellent leadership, organizational, problem solving, and decision-making skills.

• An entrepreneurial and curious spirit with initiative and drive to pursue new ideas.

• A deep understanding of Marketing, Sales and Customer Success best practices.

• A background using data to analyze results and make decisions.

• The ability to communicate effectively in small and large groups.

• This role is open to remote candidates that are based in Colombia.