Lead CS Technical Skills Program Manager

Location: Remote - USA

Department: Operations

About the Role

At HubSpot, we're building a customer platform that inspires growth for millions of businesses worldwide through inbound marketing, sales, and service software. As the Lead CS Technical Skills Program Manager in our Operations team, you'll spearhead a transformative program to elevate the technical prowess of our Customer Success (CS) organization. In this high-impact role, you'll design and scale initiatives that empower CS teams to master HubSpot's CRM, inbound methodologies, and advanced features, driving customer delight and revenue growth in our dynamic, people-first culture. You'll partner closely with CS leadership, Product, and Enablement to assess skill gaps, craft engaging curricula—from hands-on CRM workshops to inbound strategy certifications—and measure success through KPIs like adoption rates and retention impact. Leveraging your expertise in program management and SaaS ecosystems, you'll foster technical excellence at scale, integrating cutting-edge tools and data-driven insights to align with HubSpot's growth playbook. This role thrives on collaboration, innovation, and a passion for enabling others in a fast-paced environment. We're seeking a strategic leader who embodies our HEART values and excels in creating remarkable learning experiences. Join us to shape the future of CS at HubSpot, where your work directly fuels our mission to help businesses grow better. If you're ready to lead with empathy, adapt to change, and deliver transparent results, this is your opportunity to make a lasting impact.

Key Responsibilities

• Design, launch, and manage the CS Technical Skills Program to upskill Customer Success teams on HubSpot CRM, inbound marketing, and advanced technical capabilities
• Collaborate with CS leadership, Product, and Enablement teams to identify critical technical skill gaps and define program curriculum
• Develop scalable training modules, workshops, and certification paths tailored to inbound methodology and HubSpot's growth culture
• Track program ROI through metrics like CS productivity, customer retention, and technical proficiency scores
• Partner with Operations to integrate program outcomes into broader CS operations strategies
• Facilitate hands-on labs and simulations for complex CRM workflows and inbound strategies
• Lead continuous improvement efforts based on participant feedback and performance data
• Mentor program participants and trainers to foster a culture of technical excellence
• Manage program budget, timelines, and vendor relationships for external training resources
• Champion HubSpot's HEART values (Humble, Empathetic, Adaptable, Remarkable, Transparent) in all program activities

Required Qualifications

• Bachelor's degree in Business, Operations, Education, or a related field
• 8+ years of experience in program management, learning and development, or technical training programs
• Proven track record of designing and scaling technical skills programs for customer-facing teams
• Deep understanding of CRM systems, SaaS platforms, and inbound marketing methodologies
• Experience leading cross-functional teams in a high-growth environment
• Strong project management skills with expertise in tools like Asana, Jira, or Workato
• Ability to analyze program effectiveness using data analytics and KPIs
• Excellent communication and stakeholder management skills

Preferred Qualifications

• HubSpot certification (e.g., HubSpot Solutions Architect or Inbound Marketing)
• Experience in customer success operations within a SaaS company
• Background in adult learning principles and curriculum development
• Familiarity with AI-driven learning tools and personalization technologies
• Prior leadership of technical upskilling programs at scale (100+ participants)

Required Skills

• HubSpot CRM expertise
• Inbound marketing strategy
• Program management
• Curriculum design
• Adult learning principles
• Data analytics (e.g., Google Analytics, Mixpanel)
• Project management tools (Asana, Jira)
• Stakeholder communication
• Cross-functional collaboration
• Technical training facilitation
• Performance metrics analysis
• Change management
• Scalable program delivery
• Customer success operations
• AI and automation tools

Benefits

• Competitive salary and stock options in a high-growth public company
• Comprehensive health, dental, and vision insurance with 100% premium coverage
• Unlimited PTO and flexible work-from-anywhere policy
• HubSpot Academy certification stipends and ongoing learning budget
• 401(k) match and employee stock purchase program
• Generous parental leave and family planning benefits
• Quarterly stipends for home office setup and wellness
• Vibrant company culture with global offsites and volunteer time off

HubSpot is an equal opportunity employer.