Associate Customer Success Manager (CST/Scaled CS team)

The JAPAC Customer Success Team (or JACST, our team based approach to servicing customers in JAPAC) are searching for the next Customer Success Manager to join our team. 

CST is a critical function of the Customer Success business that is instrumental in helping millions of customers grow better. This team services thousands of customers in a lightweight, scalable way that delivers value to customers when they need it most using a variety of communication methods from touchless automation to 1:1 consulting calls. Our customer base is made up of a wide range of customer types from small medium business to high growth startups. 

The newest member of our team will be responsible for working in a team-based model to drive an exceptional experience and sustained value for HubSpot Japan customers through building trust and consulting on the HubSpot software. The outcome is increased value, satisfaction, and renewal of the customer.

In this role, you'll get to: 

• Work with a large, varied group of HubSpot customers in Japan to ensure their success on the HubSpot tools

• Become an expert in Inbound sales and marketing. Serve as a highly knowledgeable point of contact for HubSpot’s suite of products and the inbound marketing methodology

• Provide a world class service experience to HubSpot customers through timely and succinct communication via phone and email

• Independently and successfully manage a high volume of task execution, resolve customer challenges and escalations.

• Coach HubSpot customers on HubSpot products, through online presentations and demonstrations to drive product adoption and account retention.

• Collaborate with global stakeholders to deliver scaled programs to drive tool usage and retention. This includes creating assets, translating and reviewing customer communications in Japanese to ensure a seamless customer experience. 

• Help surface good fit leads to sales by driving value in every conversation.
• Learn and grow with other Customer Success Managers in the team who serve customers in various markets.

We are looking for people who: 

• Are passionate about customer success and experience

• Solve problems with curiosity, creativity and a logical mindset

• Embrace challenges and change and thrive in a fast-paced environment

• Can work with customers to handle tough conversations and help them overcome challenges

• Can manage multiple projects while maintaining strict attention to detail

• Contribute to a positive team environment by investing in relationships with customers and colleagues

• Have an aptitude for learning software and has strong organization skills

• Have prior experience in a client facing or account management role
• Have a growth mindset and proactively seeks feedback in order to improve their craft as a CSM
• Have Good proficiency in English and Business proficiency in Japanese

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. HubSpot is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

About HubSpot

HubSpot helps millions of organizations grow better, and we’d love to grow better with you. Our business  builds the software and systems that power the world’s small to medium-sized businesses. Our company culture builds connections, careers, and employee growth. How? By creating a workplace that values flexibility, autonomy, and transparency. If that sounds like something you’d like to be part of, we’d love to hear from you.

You can find out more about our company culture in the HubSpot Culture Code, which has more than 4M views, and learn about our commitment to creating a diverse and inclusive workplace, too. Thanks to the work of every HubSpotter globally who has helped build our remarkable culture, HubSpot has been named a top workplace by Glassdoor, Fortune, Entrepreneur, and more.

HubSpot was founded in 2006. We’re headquartered in Cambridge, Massachusetts, and we have offices in Dublin (Ireland), Sydney (Australia), New Hampshire, Singapore, Tokyo (Japan), Berlin (Germany), and Bogotá (Colombia).

By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes.  HubSpot's Recruiting Privacy Notice explains what personal information we may process, where we may process your personal information, our purposes for processing your personal information, and the rights you can exercise over HubSpot’s use of your personal information.