Director - Chief of Staff, Customer Success

POS-32137

HubSpot, the #1 customer relationship management (CRM) platform for scaling companies is looking for a highly strategic, operational, analytical and customer-obsessed leader to partner with our SVP of Customer Success and VP of Support and Solutions, along with the CS Senior Leadership team. The Chief of Staff is a critical member of our CS leadership team who is responsible for enabling a frictionless operation that helps the team achieve its short and long-term strategic goals.

In the Chief of Staff role, you’ll be a strategic thought partner to our SVP of Customer Success and VP of Support and Solutions, along with the CS Senior Leadership team. You’ll execute the CS leadership operating system to ensure close alignment across the team. You will build a deep understanding of HubSpot’s business model and customers as well as a strong partnership with Regional CS leadership. Together, you will deliver on the strategic goals we set as an ever-changing and evolving company. This is a business-critical role as we continue to scale.

In this role, you’ll get to:

• Drive strategic projects that can have an impact on Global CS. This will mean you will help identify and contribute to the planning and execution of strategic special projects.
• Direct the CS leadership team operating system by leading cross-functional meetings, partnering with leaders to build and refine the way we report on progress, rethinking the metrics we use to define success, and ensuring it is adaptable to increasing growth and complexity.
• Assist the SVP of CS and VP of Support and Solutions and their leadership teams with managing information flow and leading the analysis, decision-making, communication, and tracking of key projects and initiatives.
• Develop and manage ongoing communications and follow-ups with HubSpot’s Executive Leadership Team, customers, partners, and employees.
• Own the execution and outcomes of key leadership meetings by managing agendas, developing decks, delivering pre-reads, and ensuring clear action items post-meeting.
• Manage prioritization of cross-functional projects and initiatives to ensure continued focus on HubSpot’s long-term strategy and vision.
• Develop a deep understanding and connection to HubSpot’s customers and partners and continuously keep their experience top of mind for Global CS leadership. 
• Proactively collect cross-functional insights to anticipate and quickly address problems.

We are looking for a leader who:

• Has a successful track record in a chief of staff, commercial strategy, or operations role, with proven ability in executive-level advising and cross-functional collaboration to drive and create change
• Exhibits deep understanding of high-growth go-to-markets and is therefore adept at simplifying complexity
• Demonstrates significant attention to detail and is an exceptional project manager, with a proven capacity to lead complex strategic and operational initiatives cross-functionally in an organisation at a global scale
• Is effective at balancing both strategy and execution — can think strategically, but can also roll up their sleeves to get things done
• Cares deeply about customer-centricity and our mission of helping millions of organizations grow better.
• Is deeply analytical, comfortable navigating data and working in ambiguity
• Has exemplary communication and relationship-building skills at all levels, from senior executives to individual contributors
• An MBA would be advantageous but is not an essential requirement