Customer Support Enablement Partner

Our GTM Enablement team is dedicated to supporting over 2600+ sales and customer success professionals who drive revenue and growth for one of the fastest-growing publicly traded companies in the SaaS industry. As a consistent, real-time, and reliable resource, we empower Sales and CS teams to excel in their roles, grow their skill sets, and advance HubSpot’s long-term strategy.

We are seeking an Enablement Partner to support our global Customer Support organisation. The Customer Support team helps our lowest paying Growth Gabbys successfully use HubSpot and renew each year so that they unlock value and achieve their goals. This is achieved through a scalable and connected experience - both human and digital - that feels worthy of their biggest software investment.

Your mission is to create an equitable and impactful learning experience that drives performance, growth, and success for Customer Support reps across the globe.

Role Responsibilities

• Strategic Alignment: Partner closely with global Customer Support leadership to align and prioritize key enablement objectives that directly impact the global Customer Support function.
• Learning Journey Development: Design, iterate, and manage a comprehensive, globally aligned learning roadmap for HubSpot’s in-seat Customer Support reps and managers, including product knowledge, customer interaction excellence, role productivity and ongoing skill development.
• Cross-Functional Collaboration: Collaborate with Program Managers, other Enablement Partners, and Instructional Design to deliver an inclusive, regionally relevant learning experience across all segments.
• Needs Analysis: Conduct in-depth needs and gap analyses with representatives and managers across regions to inform program development.
• Executive Reporting: Present executive summaries and insights from enablement efforts during quarterly business reviews, showcasing impact and alignment with business objectives.
• Data-Driven Insights: Leverage metrics and analytics to measure enablement success, identify improvement opportunities, and optimize productivity and collaboration.
• Project Management & Communication: Develop and communicate project plans, strategy, and updates to Customer Support leadership and stakeholders. Reinforce regional and segmental relevance of global initiatives.
• SME Network Development: Build and maintain a network of subject matter experts to enhance the effectiveness and relevance of Enablement learning programs.

Key Characteristics & Skills

• Experience: 4+ years in Customer Success, Support, or Pre-Sales; enablement experience is a plus.
• Customer Support Acumen: Solid grasp of customer support dynamics with the ability to empathize, support, and build trust across teams.
• Technical Aptitude: Strong understanding of HubSpot products, with an ability to translate technical concepts into concise, effective, customer support enablement approaches and assets.
• Adaptability: Skilled at managing ambiguity and thriving in evolving environments.
• Stakeholder Management: Proficient in managing diverse stakeholders, including expectation-setting and communication across project lifecycles.
• Influential Communicator: Ability to gain buy-in from stakeholders through effective communication, public speaking, and strategic influence.
• Strategic Thinking: Capable of understanding stakeholder needs and translating them into a clear, global enablement strategy.
• Process Improvement & Innovation: Creative thinker skilled in driving operational excellence and process improvements.
• Data-Driven Decision Making: Proficient in using analytics to guide strategic planning and advocate for business changes.
• Self-Motivated: Demonstrates initiative and proactivity, driving projects forward with minimal supervision.
• Global Mindset: The ability to effectively manage time zones as this role will support our global teams.

This role is instrumental in creating a remarkable, results-driven learning experience that empowers our Customer Support teams to achieve their highest potential, contribute to business success, and grow their careers within HubSpot.