HubSpot CRM and CMS Specialist managing CRM automation and CMS website launches. Supporting APPLY’s agentic customer - experience solutions for major consumer and entertainment brands.
About the role
- Senior manager building Clubspeed’s sales and customer success organization for venue management, booking, and payments technology. Driving retention, expansion, forecasting, and scalable customer processes.
Responsibilities
- Build a high-performing SMB and Mid-Market Sales & Customer Success organization with clear roles, expectations, KPIs, and accountability
- Recruit, onboard, coach, and develop Account Managers and Customer Success professionals
- Create scalable customer journeys and playbooks across onboarding, adoption, retention, renewal, and expansion
- Improve Net Revenue Retention by reducing preventable churn and creating a consistent expansion motion
- Establish forecasting and pipeline management for renewals, upsells, cross-sells, and customer revenue opportunities
- Introduce a scalable operating model balancing high-touch strategic-customer engagement with 1-to-many SMB programs
- Build visibility into customer health, revenue risk, and expansion potential
- Design and document playbooks for onboarding, adoption, account management, renewal, expansion, and churn prevention
- Establish customer health scoring, early-warning indicators, escalation paths, and cross-functional operating processes
- Own performance against Net Revenue Retention, renewal, churn, and expansion targets
- Build accurate weekly, monthly, and quarterly forecasts
- Track lifecycle performance metrics and use product, engagement, commercial, and CRM data to identify risks and opportunities
- Ensure CRM and Customer Success systems accurately reflect account activity, pipeline, customer health, and next steps
- Provide leadership with insights into performance, trends, risks, and opportunities
Requirements
- 5+ years of experience in Customer Success, Account Management, Sales, or a related commercial function
- 2+ years of direct people management or team leadership experience
- Demonstrated success hiring, onboarding, coaching, and developing customer-facing teams
- Experience operating in a high-volume SMB and/or Mid-Market environment
- Strong commercial instincts with experience managing renewals, expansion opportunities, contract negotiations, and revenue targets
- Proven ability to build processes, playbooks, operating cadences, or functions rather than simply working within established ones
- Strong understanding of Customer Success metrics including Net Revenue Retention, Gross Revenue Retention, churn, expansion, renewal rates, and customer health
- Strong forecasting, pipeline management, and performance management capabilities
- Experience using CRM and Customer Success platforms to improve visibility, automation, and team effectiveness
- Comfort working with data and translating performance metrics into concrete actions
- Ability to move between strategic planning and hands-on execution
Benefits
- Competitive base+bonus compensation structure
- Comprehensive health coverage, including dental and vision
- Flexible time off policy
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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