Senior Manager, Contract Management

This role is based in Dublin.

As a Senior Manager of the Scaled Contract Management team, you will be responsible for managing, coaching, training and hiring the 5 teams that support our customers across EMEA and APAC. The Contract Management organization is responsible for helping customers navigate all of their billing, contract, and renewal inquiries, helping to both save and grow our customer’s relationship with HubSpot. 

The mission of the Scaled Contract Management team is to help HubSpot customers grow better by increasing their usage of HubSpot and delivering delightful renewals, all at scale. As a Senior Manager on our Scaled Contract Management Team, you’ll lead a team of Scaled Contract Managers (CMs) who blend consultative customer success work with contract and renewal management in a high-volume, digital-first environment. Your teams identify at-risk customers early, drive product adoption and value realization, and manage commercial outcomes through to renewal.

As our scaled customer base continues to grow, the CM team is tasked with creating the optimal path to helping customers grow through both their contract terms and the use of HubSpot’s software platform, while ensuring their growth strategy is sustainable into the future.

We’re responsible for 100k customers including lots of SMBs who need our help and guidance. With a large segment of customers to support and ambitious goals, we are looking for a leader who excels at change management, can deliver results in a fast-paced and AI-enabled environment, and one who can drive operational excellence even in times of ambiguity. 

In this role, you’ll get to:

• Lead a large organization consisting of 5 Managers and 50 ICs, who are responsible for overseeing and processing any contract and billing questions for Scaled customers in EMEA and APAC.
• Serve as a strong leader and mentor in the greater Scaled Contract Management space.
• Work with other leaders in Scaled Customer Success, Operations, and Marketing to create and implement strategic plays across the organization that drive results.
• Build strong working relationships with other managers, directors, and executives across the business.
• Manage goal setting, career development, and performance management of your team. 
• Analyze customer and performance data to make informed decisions about operational and procedural changes.
• Serve as a coach and a leader, helping to develop the skills of your managers and individual contributors so they are able to achieve their metrics and career goals.
• Maximize efficiency in a constantly changing and growing environment where the process is fluid and creative and unique solutions are desired.

We're looking for people who have:

• Experience managing Managers and individual contributors
• Passion and commitment for helping customers succeed and grow with HubSpot
• Ability to coach individuals on performance and career development
• Strong analytical skills to identify team trends and patterns to drive results
• Familiarity of the interactions between contracts, terms of service, and legal requirements
• Clear and articulate communication skills with the ability to effectively drive a negotiation
• Familiarity with usage-based risk models, scaled customer management workflows, and/or digital engagement strategies at scale.
• Understanding of Loop marketing, sales, or business operations, and how they connect to customer lifecycle and renewal outcomes.