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.

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.

Requirements

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.

What we're looking for

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.

Requirements

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.

What we're looking for

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.

If you need accommodations or assistance due to a disability, please reach out to us using this form.

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, 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 your Product Group Summit and other 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

*Massachusetts Applicants:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.*
*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 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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By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. Refer to HubSpot's Recruiting Privacy Notice for details on data processing and your rights.

Qualifications

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
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
Handles complexity well: You lead through organizational change with incomplete information, balance competing priorities, and make good decisions quickly

Benefits

Cash compensation range: 127000-203000 USD Annually
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
Benefits are also an important piece of your total compensation package
Explore the benefits and perks HubSpot offers to help employees grow better
Annual Cash Compensation Range:$
127,000—$203,000 USD

Responsibilities

You'll manage the reliability and performance of our CS systems while driving governance frameworks that enable AI-enabled process redesign
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
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
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
You'll manage the reliability and performance of our CS systems while driving governance frameworks that enable AI-enabled process redesign
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
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
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
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

Manager, Business Acceleration and Transformation

Job Type