Senior Product Manager, Customer Success Product Group

POS-20735

HubSpot’s Customer Success Product Group is equipping post-sales teams with everything they need to retain and grow their customers, without adding another system to their tech stack. To date, the Feedback Management team has focused on building foundational tools that help our customers collect and act on feedback — addressing gaps in functionality and enabling basic insight workflows.

Now, we’re ready for more.

We’re looking for a Senior Product Manager to lead this team into its next chapter: transforming raw customer feedback into actionable intelligence that helps Customer Success Managers (CSMs) do what they do best — drive retention, growth, and customer happiness.

This role is ideal for a senior product manager who thrives on iteration and the early stages of a product lifecycle, lives and breathes customer empathy, and stays actively learning. You’ll help our customers shift from simply gathering data to surfacing the right signals — the insights that tell CSMs which customers are thriving, which are at risk, and where to focus next.

In this role you’ll get to:

• Create a shared vision and cohesive roadmap for the future of this product area as a critical member of the Product Triad - our system for building product collaboratively and strategically 
• Drive alignment, set goals, build understanding and motivate others, including cross-functional partners across the company
• Guide new product ideas from initial concept all the way through launch
• Understand our customers and their journey through the product by engaging with them directly and often
• Use data to identify opportunities to improve our customers’ experience, devise strategy to execute your ideas, and partner with business stakeholders across HubSpot to make solutions that help our customers grow

We are looking for people who have:

• Experience launching products successfully to customers
• A multidisciplinary approach to thinking, combining market, business and technical insights to identify opportunities and weigh tradeoffs
• The ability to articulate product vision to a variety of audiences
• A deep respect for the expertise and insights of their collaborators, including engineering, design, UX research, analytics, and others
• A drive to understand customer needs deeply and truly solving for their problems
• Excellent communication, influencing, and interpersonal problem-solving skills
• A passion for growing healthy teams and leaders, cultivating psychological safety, and facilitating tough conversations that help people grow
• A desire to understand how HubSpot products work 
• The ability to make decisions, test assumptions, and iterate - often without perfect information
• Demonstrated ability to adapt in an innovative and fast-paced environment
• An understanding of the competitive software space
• Implemented new ways of integrating artificial intelligence into everyday processes to drive efficiency and create value

As a member of the Product Management org at HubSpot you’ll:

• Join a product-led culture that truly puts the customer first
• Create and advance an ambitious product strategy that’s driven by customer needs, business goals, powerful data, and global market indicators 
• Partner closely with colleagues in UX and Engineering to create a high-value product that’s both powerful and easy to use
• Use your voice, share your perspective, and have a real impact based on your point of view
• Know what will lead to getting promoted, and why, thanks to clear expectations and robust career paths
• Be empowered to show up as your authentic self and choose a work style and location where you can do your best work, whether that’s at home, in an office, or a blend of the two.
• Read more about our shared product principles here.