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Associate Customer Success Manager (CST/Scaled CS team)

Salary undisclosed
Checking job availability...
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Scaled Customer Success チーム は、新たなCustomer Success Managerを募集しています。Scaled CS(CST)は、HubSpotのカスタマーサクセスビジネスの中でも重要な役割を担い、数百万の顧客の成長をサポートしています。このチームは、幅広い顧客層（中小企業から成長著しいスタートアップまで）に対し、タッチレスの自動化から1対1のコンサルティングまで、さまざまなコミュニケーション方法を用いて価値を提供しています。新しいメンバーは、HubSpotのソフトウェアを通じて信頼を築き、顧客に価値を提供しながら、長期的な満足度向上と契約更新を目指します。このポジションでの役割:
  • HubSpotツールの利用を通じて、日本のHubSpot顧客の成功を支援します。
  • インバウンドセールスとマーケティングのエキスパートになり、HubSpotの製品とマーケティング手法について高い知識を持った顧客窓口となります。
  • 電話やメールを通じて、迅速かつ的確なコミュニケーションで顧客にグローバル基準のサービスを提供します。
  • 様々なタスクを自己管理し、顧客の課題やエスカレーションを解決します。
  • オンラインプレゼンテーションやデモを通じて、HubSpotの製品導入とアカウントの継続利用を促進します。
  • グローバルな関係者と協力して、ツールの利用促進と顧客維持を目的としたプログラムを提供し、顧客体験をシームレスにするために日本語での顧客コミュニケーションの作成や翻訳を行います。
  • あらゆる会話の中で価値を提供し、営業チームに適したリードを紹介します。
  • チーム内の他のカスタマーサクセスマネージャーと共に成長し、他国のマーケットでの顧客対応を学びます。
求める人物像:
  • カスタマーサクセスと顧客体験に情熱を持っている方
  • 好奇心と創造性、論理的な考えで問題を解決できる方
  • 変化を楽しみ、スピード感のある環境に適応できる方
  • 顧客との困難な会話も前向きに対応し、彼らの課題を克服する手助けができる方
  • 複数のプロジェクトを管理しながら、細部にも注意を払える方
  • 顧客や同僚との関係を大切にし、チームの雰囲気を良くすることに貢献できる方
  • ソフトウェアの習得に意欲があり、優れた組織力を持っている方
  • クライアント対応やアカウントマネジメントの経験がある方
  • 成長志向を持ち、フィードバックを積極的に受け入れて成長を目指せる方
  • 英語が堪能かつビジネスレベル以上の日本語でのコミュニケーションが可能な方
自信がなくて応募を迷っている方へ：HubSpotには「完璧な候補者」というものはいません。どんなバックグラウンドを持っていても、成長できる場所です。この仕事に少しでも興味があるなら、ぜひご応募ください。(English)Scaled Customer Success Team are searching for the next Customer Success Manager to join our team.Scaled CS(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.We know the and 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 . This information will be treated as confidential and used only for the purpose of determining an appropriate accommodation for the interview process.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 in a full-time role, 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 HubSpot's annual PEER week, your Product Group Summit, and other in-person 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.Germany Applicants: (m/f/d) - link to HubSpot's Career Diversity page .India Applicants: link to HubSpot India's equal opportunity policy .About HubSpotHubSpot (NYSE: HUBS) is a leading customer relationship management (CRM) platform that provides software and support to help businesses grow better. We build marketing, sales, service, and website management products that start free and scale to meet our customers' needs at any stage of growth. We're also building a company culture that empowers people to do their best work. 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 , which has more than 5M views, and learn about , too. Thanks to the work of every employee globally, HubSpot was named the #2 Best Place to Work on Glassdoor in 2022 and has been recognized for its award-winning culture by Great Place to Work, Comparably, Fortune, Entrepreneur, Inc., and more.Headquartered in Cambridge, Massachusetts, HubSpot was founded in 2006. Today, thousands of employees across the globe work remotely and in HubSpot offices. Visit our to learn more about the culture and opportunities at HubSpot.By submitting your application, you agree that HubSpot may collect your personal data for recruiting, global organization planning, and related purposes. HubSpot's 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.