Manager, Success Solution Architecture

HubSpot is on a mission to become the #1 Smart CRM provider for growing businesses and we’re seeking a technically-oriented and customer-centric Manager for our Customer Success Solution Architecture team. As HubSpot's enterprise customer base and product suite continue to grow, our mission is to enhance enterprise platform usage and integration, thereby increasing customer value, account retention, and growth. 

Come join one of the most innovative customer teams at HubSpot in a role that is a blend of program and people management. You’ll lead a global team of Customer Success Solution Architects and collaborate with the Success Solutions organization to launch and manage new customer usage focused strategies and help your team partner with our Partner Center of Excellence to scale their impact. 

Our team is focused on helping existing clients grow their businesses by deepening their usage of HubSpot’s customer platform and we’re continually evolving the most effective ways to engage our growing customer base with proactive and reactive strategies. Our ideal candidate will have experience building data driven approaches to software usage expansion that drive business outcomes and will have a knack for looking beyond technology and showcasing its value-creation capacity for our customers.

This role is open to candidates based in our North America or EMEA locations with @office @flex or @remote working options. 

Responsibilities:

Customer Management

• Lead from the front - Stay aware of industry trends and expand your own business and technical acumen so you can drive your team’s business forward
• Support your team and contribute to delivering thought leadership that spurs technical innovation among HubSpot’s largest and most technically complex accounts.
• Build, maintain and evolve executive-level relationships to boost confidence and trust with high-value customers.
• Own account escalations when necessary & pitch relevant service offerings to clients

Program Management

• Collaborate with the Success Solutions organization to define the operating model for how Success Solution Architects engage and scale globally with customers.
• Develop customer engagement models that focus on proactive engagement that drive use case expansion
• Engage with the HubSpot product team to stay aware of new product features and plan for how the Success SA team will learn and incorporate these into solution designs. 
• Design and implement multi-threaded account management strategies.
• Collaborate with Customer Success leadership on vision, strategy, and innovation for the Solution Architects team.
• Help design a Solution Architect Specialization program

People Management

• Develop, coach, and mentor your Solution Architect team.
• Foster operational rigor and push team growth in solution selling, presentation skills, and creating value-driven architectures of varying complexity.
• Oversee recruitment, hiring, and training of new team members.
• Foster a high-performance environment while boosting team engagement.

Required Experience & Skills:

• Minimum of 7 years professional experience and minimum of 1 year of demonstrated people leadership experience (i.e. team lead, manager) in a solutions-oriented role managing complex technical problems.
• Strong background in designing technical solutions to business problems.
• Experience deploying SaaS solutions or hands-on technical/development experience preferred - this is a technical strategy focused role and you will need to hold your own with your team
• Experience in coaching, developing, and making employees reach their best potential while maintaining high morale.
• Strong influence and persuasion skills, with an ability to collaborate with implementation partners.
• Track record of achieving goals, aligning a team around key metrics, and successfully managing change.
• Ability to communicate effectively at all levels of management, and cross-departmental collaboration.