Director of Customer Success - Hubble Network

As as the Director of Customer Success, you will be responsible for:

Key Responsibilities

• Department Building:
• Develop and execute the vision, strategy, and roadmap for the Customer Success and Account Management function.
• Define and implement processes, workflows, and best practices to ensure an outstanding customer experience.
• Evaluate, select, and implement tools and relevant technology platforms to support customer success operations, with a preference for leveraging HubSpot.
• Customer Success Strategy:
• Own customer onboarding, engagement, and retention strategies to maximize customer satisfaction and lifetime value.
• Establish and track key performance metrics, including NPS, retention rates, upsell/cross-sell opportunities, and time-to-value.
• Develop and manage the process for handling inbound tickets, including vetting, onboarding, and customer intake questionnaires.
• Lead Quarterly Business Reviews (QBRs) with Customers: Discuss performance, address challenges, and identify growth opportunities to align on goals and enhance customer retention.
• Create and manage FAQs, knowledge centers, and self-service tools to support customer onboarding and ongoing success.
• Customer Relationships:
• Act as the primary advocate for customers, building strong relationships with key accounts and ensuring their success.
• Create scalable communication and engagement strategies to foster customer loyalty and advocacy.
• Team Leadership:
• Hire, mentor, and lead a high-performing team of Customer Success and Account Management professionals.
• Establish a team culture of accountability, collaboration, and continuous improvement.
• Cross-Functional Collaboration:
• Work closely with Product, Sales, and Engineering to ensure customer feedback is incorporated into product development.
• Partner with Sales to identify expansion opportunities and drive revenue growth through upsell/cross-sell initiatives.

This is an Onsite/Hybrid Position.

AN IDEAL CANDIDATE HAS

• A Sense of Urgency:  Lead projects from concept to reality, rapidly and effectively
• First Principles Engineering:  Have a strong understanding of the whys behind the whats; have the ability to extrapolate from first principles to complex system design
• High Learning Agility:  Love to learn; have a grounded approach to recognizing your weaknesses and take the initiative to brush up on and sharpen your engineering foundations to better collaborate with your teammates with different backgrounds 
• System-Level Design and Analysis:  Understand the requirements flow down process and be able to quickly iterate on evolving requirements  
• Excellent Communication Skills:  Effectively convey ideas and communicate technical topics with engineering, build team, and operations; run self-directed design reviews and participate in reviews of parallel systems
• Anticipation of Needs:   Identify problems, think creatively, and rapidly produce reliable and cost-effective solutions to meet the ever growing and changing needs of an early-stage company

BASIC QUALIFICATIONS

Experience:

• 7+ years of experience in Customer Success, Account Management, or a related role, with 2+ years in a leadership or management position.
• Proven track record of building and scaling Customer Success or Account Management teams, ideally in a Series A/B2B SaaS start-up environment.

Skills & Knowledge:

• Expertise with Hubspot for managing customer relationships, workflows, etc. 
• Curiosity for Next Gen CRM platforms and other account management tools and platforms (e.g. Pylon, Salesforce, etc) for managing customer relationships and workflows.
• Strong understanding of B2B SaaS customer lifecycle management, including onboarding, adoption, and retention.
• Analytical mindset with experience using data to inform decisions and measure success.
• Stood up/experience with  Foundational Process, Workflows and Teams within Account Management
• Dedicated White Glove Service 
• Customer Obsession
• Data and Metric Driven 

Leadership & Collaboration:

• Exceptional leadership skills, with a passion for mentoring and growing a team.
• Strong cross-functional collaboration skills to align teams and initiatives around customer success goals.

Soft Skills:

• Excellent communication and interpersonal skills.
• Ability to thrive in a fast-paced, dynamic start-up environment.
• Customer-centric mindset with a proactive problem-solving approach.

COMPENSATION & BENEFITS

💰 Salary: $166K - $210K/year (commensurate with experience)
🩺 Comprehensive Benefits – Health, Dental, Vision, & HSA options
🌍 Unlimited PTO 
🚇 Commuter Benefits (if working from HQ)
🎓 Learning & Development Allowance
💪 Health & Wellness Stipend
🌎 Sabbatical Program – Recharge and explore new ideas
🛠 Cutting-Edge Space Tech – Work on state-of-the-art satellite systems

ITAR REQUIREMENTS

Hubble is required by the U.S. Government to comply with various space technology export regulations including the International Traffic in Arms Regulations (ITAR).  All applicants must be a U.S. citizen, lawful permanent resident (“green card holder”) as defined by ITAR (22 CFR §120.15). 

Hubble is committed to creating a diverse environment and is proud to be an equal opportunity employer. Each individual has the right to work in a professional environment that promotes equal employment opportunity and prohibits discriminatory practices, including harassment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.